Latest / MC Fireside Chats, an Outdoor Hospitality Podcast / MC Fireside Chats - January 8th, 2025

Transcript

MC Fireside Chats - January 8th, 2025 · MC Fireside Chats, an Outdoor Hospitality Podcast

• 0:10
  This
• 0:10
  is
• 0:11
  MC
• 0:11
  Fireside
• 0:12
  Chats,
• 0:13
  a
• 0:13
  weekly
• 0:13
  show
• 0:14
  featuring
• 0:14
  conversations
• 0:15
  with
• 0:15
  thought
• 0:15
  leaders,
• 0:16
  entrepreneurs
• 0:17
  and
• 0:17
  outdoor
• 0:17
  hospitality
• 0:18
  experts
• 0:19
  who
• 0:19
  share
• 0:19
  their
• 0:20
  insights
• 0:20
  to
• 0:20
  help
• 0:20
  your
• 0:21
  business
• 0:21
  succeed.
• 0:22
  Hosted
• 0:22
  by
• 0:22
  Brian
• 0:23
  Searle,
• 0:24
  the
• 0:24
  founder
• 0:24
  and
• 0:24
  CEO
• 0:25
  of
• 0:25
  Insider
• 0:25
  Perks,
• 0:26
  empowered
• 0:26
  by
• 0:27
  insights
• 0:27
  from
• 0:27
  Modern
• 0:28
  Campground,
• 0:29
  the
• 0:29
  most
• 0:29
  innovative
• 0:30
  news
• 0:30
  source
• 0:30
  in
• 0:30
  the.
• 0:58
  Welcome
• 0:58
  everybody
• 0:59
  to
• 0:59
  the
• 0:59
  first
• 0:59
  episode
• 1:00
  of
• 1:00
  MC
• 1:00
  Fireside
• 1:01
  Chats
• 1:01
  in
• 1:01
  2025.
• 1:02
  I
• 1:03
  am
• 1:03
  Brian
• 1:03
  Searle,
• 1:03
  the
• 1:04
  CEO
• 1:04
  of
• 1:04
  Insider
• 1:05
  Perks
• 1:05
  and
• 1:05
  Modern
• 1:06
  Campground
• 1:06
  as
• 1:06
  well.
• 1:07
  Super
• 1:07
  excited
• 1:07
  to
• 1:07
  be
• 1:07
  here
• 1:07
  with
• 1:08
  you
• 1:08
  in
• 1:08
  my
• 1:08
  kind
• 1:08
  of
• 1:08
  hacked
• 1:09
  together
• 1:10
  podcast
• 1:10
  studio
• 1:11
  background
• 1:11
  thing
• 1:12
  that
• 1:12
  I'm
• 1:12
  putting
• 1:12
  together
• 1:13
  here.
• 1:13
  Just
• 1:13
  kind
• 1:13
  of
• 1:13
  a
• 1:13
  new
• 1:14
  look.
• 1:14
  We
• 1:15
  were
• 1:15
  commenting
• 1:15
  before
• 1:15
  the
• 1:15
  show
• 1:16
  further
• 1:16
  away
• 1:16
  from
• 1:16
  me
• 1:16
  so
• 1:16
  you
• 1:16
  don't
• 1:17
  see
• 1:17
  my
• 1:17
  face
• 1:17
  as
• 1:18
  close.
• 1:19
  But
• 1:19
  you
• 1:20
  know,
• 1:20
  super
• 1:20
  excited
• 1:20
  here
• 1:21
  to
• 1:21
  be
• 1:21
  here
• 1:21
  with
• 1:21
  you
• 1:21
  with
• 1:22
  a
• 1:22
  new
• 1:22
  kind
• 1:22
  of
• 1:22
  format.
• 1:23
  We're
• 1:23
  going
• 1:23
  to
• 1:23
  change
• 1:23
  up
• 1:23
  the
• 1:23
  format
• 1:24
  of
• 1:24
  the
• 1:24
  show
• 1:24
  a
• 1:24
  little
• 1:24
  bit
• 1:25
  this
• 1:25
  year
• 1:26
  so
• 1:26
  we've
• 1:26
  got
• 1:26
  a
• 1:26
  couple
• 1:26
  new
• 1:27
  guests
• 1:27
  on
• 1:27
  the
• 1:27
  show.
• 1:28
  But
• 1:28
  this
• 1:28
  like
• 1:28
  is
• 1:28
  technically
• 1:29
  week
• 1:29
  two
• 1:30
  because
• 1:30
  we
• 1:30
  missed
• 1:30
  week
• 1:30
  one
• 1:31
  of
• 1:31
  the
• 1:31
  new
• 1:31
  year.
• 1:31
  But
• 1:32
  this
• 1:32
  theme
• 1:32
  of
• 1:33
  this
• 1:33
  show
• 1:33
  is
• 1:33
  going
• 1:34
  to
• 1:34
  be
• 1:34
  enhancing
• 1:35
  guest
• 1:35
  experiences.
• 1:36
  And
• 1:37
  so
• 1:37
  we're
• 1:37
  going
• 1:37
  to
• 1:37
  talk
• 1:37
  about
• 1:37
  things
• 1:38
  like
• 1:38
  technology
• 1:38
  and
• 1:39
  customer
• 1:39
  service
• 1:39
  and
• 1:40
  innovative
• 1:40
  amenities
• 1:41
  and
• 1:41
  all
• 1:41
  that.
• 1:42
  And
• 1:42
  so
• 1:42
  we've
• 1:42
  got
• 1:43
  a
• 1:43
  recurring
• 1:43
  guest
• 1:43
  for
• 1:43
  the
• 1:44
  show,
• 1:44
  Joe
• 1:45
  D.
• 1:45
  Is
• 1:45
  on
• 1:46
  here.
• 1:46
  We're
• 1:46
  going
• 1:46
  to
• 1:46
  let
• 1:46
  them
• 1:46
  introduce
• 1:47
  themselves
• 1:47
  in
• 1:47
  a
• 1:47
  second
• 1:48
  from
• 1:48
  Y
• 1:48
  Community,
• 1:49
  Casey
• 1:49
  Cochran
• 1:50
  from
• 1:50
  Camp
• 1:50
  Spot,
• 1:51
  Kevin
• 1:51
  Thusen
• 1:51
  from
• 1:51
  KCN
• 1:52
  Campground,
• 1:52
  Scott
• 1:53
  Foods
• 1:53
  from
• 1:53
  Horizon
• 1:53
  Outdoor
• 1:54
  Hospitality.
• 1:55
  And
• 1:55
  then
• 1:55
  we've
• 1:55
  got
• 1:55
  Britney
• 1:56
  and
• 1:56
  Leila
• 1:56
  who
• 1:56
  are
• 1:56
  our
• 1:57
  special
• 1:57
  guests
• 1:57
  for
• 1:57
  this
• 1:58
  week
• 1:58
  from
• 1:59
  their
• 1:59
  individual
• 1:59
  campground.
• 2:00
  So
• 2:00
  I'll
• 2:00
  let
• 2:00
  them
• 2:00
  introduce
• 2:00
  themselves
• 2:01
  as
• 2:01
  well.
• 2:02
  Let's
• 2:02
  go
• 2:02
  ahead
• 2:02
  and
• 2:02
  just
• 2:02
  start
• 2:03
  with
• 2:03
  our
• 2:03
  recurring
• 2:03
  guest.
• 2:04
  Since
• 2:04
  this
• 2:04
  is
• 2:04
  an
• 2:04
  all
• 2:04
  new
• 2:04
  show,
• 2:05
  let's
• 2:05
  bring
• 2:05
  back
• 2:05
  Scott
• 2:06
  Foose
• 2:06
  first.
• 2:07
  Hasn't
• 2:07
  been
• 2:07
  on
• 2:07
  the
• 2:07
  show
• 2:07
  for
• 2:08
  a
• 2:08
  long
• 2:08
  time,
• 2:08
  left
• 2:09
  us
• 2:09
  got
• 2:09
  too
• 2:09
  important.
• 2:12
  Finally
• 2:12
  it
• 2:12
  made
• 2:13
  time
• 2:13
  for
• 2:13
  us
• 2:13
  again.
• 2:13
  So
• 2:13
  how
• 2:14
  you
• 2:14
  doing
• 2:14
  Scott?
• 2:15
  Hey.
• 2:15
  Yeah,
• 2:16
  good.
• 2:16
  Good
• 2:16
  to
• 2:16
  see
• 2:17
  you
• 2:17
  guys.
• 2:17
  Good
• 2:17
  to
• 2:17
  be
• 2:17
  back.
• 2:18
  Brian.
• 2:18
  Thanks
• 2:18
  for.
• 2:19
  Thanks
• 2:19
  for
• 2:19
  inviting
• 2:20
  me
• 2:20
  back
• 2:20
  after
• 2:20
  a,
• 2:21
  what,
• 2:22
  a
• 2:22
  year
• 2:22
  off
• 2:22
  or
• 2:23
  so
• 2:23
  from
• 2:23
  the
• 2:23
  show
• 2:24
  and
• 2:24
  yeah,
• 2:25
  great.
• 2:25
  Grateful
• 2:26
  to
• 2:26
  be
• 2:26
  here
• 2:27
  and
• 2:27
  to
• 2:27
  share
• 2:28
  and
• 2:28
  to
• 2:28
  learn.
• 2:29
  As
• 2:29
  Brian
• 2:30
  mentioned,
• 2:30
  I'm
• 2:30
  CEO
• 2:31
  and
• 2:31
  owner
• 2:32
  of
• 2:32
  Horizon
• 2:32
  Outdoor
• 2:33
  Hospitality.
• 2:33
  We
• 2:34
  manage
• 2:34
  27
• 2:35
  properties
• 2:36
  in
• 2:36
  15
• 2:36
  different
• 2:37
  states
• 2:38
  and
• 2:39
  provide
• 2:39
  in
• 2:40
  addition
• 2:40
  to
• 2:40
  third
• 2:40
  party
• 2:41
  management,
• 2:41
  professional
• 2:42
  services
• 2:42
  and
• 2:42
  consulting
• 2:43
  solutions.
• 2:43
  So
• 2:44
  looking
• 2:44
  forward
• 2:44
  to
• 2:45
  padding
• 2:46
  in
• 2:46
  and
• 2:46
  being
• 2:46
  a
• 2:47
  part
• 2:47
  of
• 2:47
  the
• 2:47
  conversation.
• 2:48
  And
• 2:48
  you
• 2:48
  know,
• 2:48
  this
• 2:48
  is
• 2:48
  interesting,
• 2:49
  Scott,
• 2:49
  I
• 2:50
  don't
• 2:50
  think
• 2:50
  you
• 2:50
  realize
• 2:50
  this
• 2:50
  until
• 2:51
  I'm
• 2:51
  about
• 2:51
  to
• 2:51
  bring
• 2:51
  this
• 2:51
  up,
• 2:52
  but
• 2:52
  you're
• 2:52
  actually
• 2:52
  the
• 2:53
  sponsor
• 2:53
  of
• 2:53
  this
• 2:53
  show
• 2:54
  for
• 2:54
  Horizon
• 2:54
  Outdoor
• 2:54
  Hospitality,
• 2:55
  which
• 2:55
  I
• 2:55
  think
• 2:55
  wasn't
• 2:56
  intended
• 2:56
  because
• 2:56
  you
• 2:56
  weren't
• 2:56
  originally
• 2:57
  on
• 2:57
  the
• 2:57
  second
• 2:57
  episode,
• 2:58
  so
• 2:59
  maybe
• 2:59
  you'll
• 2:59
  want
• 2:59
  to
• 2:59
  shuffle
• 2:59
  that
• 3:00
  to
• 3:00
  a
• 3:00
  different
• 3:00
  week.
• 3:01
  But,
• 3:02
  but
• 3:02
  thank
• 3:02
  you
• 3:02
  for
• 3:03
  sponsoring
• 3:03
  the
• 3:03
  show
• 3:03
  from
• 3:03
  Rising
• 3:04
  Outdoor
• 3:04
  Hospitality.
• 3:05
  You
• 3:05
  know,
• 3:06
  great
• 3:06
  campground
• 3:06
  management,
• 3:07
  RV
• 3:07
  park
• 3:07
  management
• 3:08
  company.
• 3:08
  If
• 3:09
  you're
• 3:09
  looking
• 3:09
  for
• 3:09
  third
• 3:09
  party
• 3:09
  management,
• 3:10
  we
• 3:10
  gotta
• 3:11
  get
• 3:11
  a
• 3:11
  commercial
• 3:11
  for
• 3:11
  you
• 3:11
  up
• 3:12
  here.
• 3:12
  So
• 3:12
  that
• 3:12
  like
• 3:13
  way
• 3:13
  more
• 3:13
  justice
• 3:14
  than
• 3:14
  my
• 3:14
  ugly
• 3:14
  face
• 3:14
  talking
• 3:15
  about
• 3:15
  you.
• 3:15
  Right?
• 3:15
  Because.
• 3:16
  But
• 3:16
  thanks
• 3:16
  for
• 3:17
  being
• 3:17
  a
• 3:17
  sponsor.
• 3:17
  I
• 3:18
  appreciate
• 3:18
  it.
• 3:18
  Let's
• 3:19
  go
• 3:19
  with
• 3:19
  Kevin
• 3:19
  Thueson
• 3:20
  from
• 3:20
  KCN
• 3:20
  next.
• 3:21
  Yeah,
• 3:21
  thanks
• 3:21
  Brian.
• 3:23
  You've
• 3:23
  asked
• 3:23
  me
• 3:23
  to
• 3:23
  be
• 3:24
  on
• 3:24
  this
• 3:24
  before
• 3:24
  and
• 3:24
  never
• 3:25
  been
• 3:25
  able
• 3:25
  to
• 3:25
  make
• 3:25
  it
• 3:25
  happen.
• 3:26
  So
• 3:26
  I'm
• 3:26
  excited
• 3:26
  to
• 3:27
  have
• 3:27
  a
• 3:27
  chance
• 3:27
  to
• 3:27
  be
• 3:27
  on
• 3:28
  here
• 3:28
  and
• 3:28
  meet
• 3:28
  everybody
• 3:29
  else
• 3:29
  and
• 3:29
  try
• 3:30
  and
• 3:30
  contribute
• 3:30
  in
• 3:30
  some
• 3:31
  way.
• 3:32
  So
• 3:32
  my
• 3:33
  background
• 3:33
  really
• 3:34
  quick.
• 3:35
  I
• 3:35
  started
• 3:36
  as
• 3:36
  a
• 3:36
  campground
• 3:36
  owner
• 3:37
  seven
• 3:37
  years
• 3:38
  ago,
• 3:38
  bought
• 3:38
  a
• 3:39
  KOA
• 3:39
  franchise
• 3:40
  and
• 3:40
  over
• 3:40
  the
• 3:41
  past
• 3:41
  seven
• 3:42
  years
• 3:42
  have,
• 3:43
  have
• 3:43
  grown
• 3:43
  that
• 3:43
  into
• 3:44
  now
• 3:45
  an
• 3:45
  investment
• 3:45
  company
• 3:46
  where
• 3:47
  we're,
• 3:47
  we're
• 3:47
  about
• 3:48
  to
• 3:48
  close
• 3:48
  on
• 3:48
  our
• 3:48
  ninth
• 3:49
  park.
• 3:49
  We,
• 3:50
  we
• 3:50
  operate
• 3:51
  all
• 3:51
  of
• 3:51
  our
• 3:51
  own
• 3:52
  properties,
• 3:53
  we've
• 3:53
  built
• 3:53
  out
• 3:54
  a
• 3:54
  management
• 3:54
  team
• 3:54
  and
• 3:55
  we're
• 3:55
  raising
• 3:55
  investor
• 3:56
  capital
• 3:56
  and,
• 3:56
  and
• 3:57
  looking
• 3:57
  forward
• 3:58
  to
• 3:58
  the
• 3:58
  next
• 3:58
  five
• 3:59
  to
• 3:59
  10
• 3:59
  years
• 3:59
  as
• 3:59
  we
• 4:00
  continue
• 4:00
  to,
• 4:01
  to
• 4:01
  acquire
• 4:01
  properties
• 4:02
  and
• 4:02
  scale
• 4:02
  and
• 4:02
  grow
• 4:03
  into
• 4:03
  a
• 4:03
  large
• 4:04
  portfolio
• 4:05
  enterprise.
• 4:05
  So
• 4:06
  it's
• 4:06
  been,
• 4:06
  been
• 4:06
  quite
• 4:07
  a,
• 4:07
  a
• 4:07
  roller
• 4:08
  coaster
• 4:08
  over
• 4:08
  the
• 4:08
  last
• 4:08
  seven
• 4:09
  years.
• 4:09
  Starting
• 4:09
  as
• 4:10
  a
• 4:10
  small
• 4:10
  park
• 4:10
  operator
• 4:11
  and
• 4:11
  then
• 4:11
  learning
• 4:12
  how
• 4:12
  to,
• 4:12
  to
• 4:13
  build
• 4:13
  that
• 4:13
  into
• 4:13
  a
• 4:13
  real
• 4:14
  business
• 4:14
  and
• 4:15
  bring
• 4:15
  on
• 4:15
  partners
• 4:16
  and
• 4:16
  build
• 4:16
  out
• 4:17
  a
• 4:17
  management
• 4:17
  team
• 4:18
  and,
• 4:18
  and
• 4:18
  learn
• 4:18
  how
• 4:18
  to
• 4:19
  do
• 4:19
  it
• 4:19
  right.
• 4:19
  So
• 4:20
  hopefully
• 4:21
  I
• 4:21
  can
• 4:21
  bring
• 4:22
  some
• 4:22
  of
• 4:22
  that
• 4:22
  experience
• 4:23
  and
• 4:23
  knowledge
• 4:23
  and
• 4:24
  value
• 4:24
  to
• 4:24
  the
• 4:24
  discussion.
• 4:25
  So
• 4:25
  thanks
• 4:25
  for
• 4:25
  having
• 4:25
  me.
• 4:26
  Well,
• 4:26
  yeah,
• 4:26
  you
• 4:27
  for
• 4:27
  sure
• 4:27
  will.
• 4:27
  And,
• 4:27
  and
• 4:28
  I
• 4:28
  know
• 4:28
  that
• 4:28
  I
• 4:28
  think
• 4:28
  maybe
• 4:29
  we'll
• 4:29
  spend
• 4:29
  a
• 4:29
  little
• 4:29
  bit
• 4:29
  of
• 4:29
  this
• 4:30
  episode,
• 4:30
  maybe
• 4:31
  diving
• 4:31
  in
• 4:31
  a
• 4:31
  little
• 4:31
  bit
• 4:31
  into
• 4:32
  the
• 4:32
  backstories
• 4:32
  of
• 4:32
  all
• 4:33
  four
• 4:33
  of
• 4:33
  you
• 4:33
  since
• 4:33
  it's
• 4:34
  a
• 4:34
  brand
• 4:34
  new
• 4:34
  kind
• 4:34
  of
• 4:34
  show
• 4:35
  and
• 4:35
  then
• 4:35
  we'll
• 4:35
  go,
• 4:36
  you
• 4:36
  know,
• 4:36
  forward
• 4:37
  from
• 4:37
  there.
• 4:37
  But
• 4:37
  like,
• 4:38
  yeah,
• 4:38
  your
• 4:38
  story
• 4:38
  is,
• 4:39
  is
• 4:39
  a
• 4:39
  really
• 4:39
  great
• 4:40
  story,
• 4:40
  so
• 4:40
  definitely
• 4:40
  want
• 4:41
  to
• 4:41
  dive
• 4:41
  into
• 4:41
  that.
• 4:41
  Joe.
• 4:41
  AppMyCommunity.
• 4:43
  Yeah,
• 4:44
  I'm
• 4:44
  Joe
• 4:45
  Duemig,
• 4:44
  I'
• 4:45
  the
• 4:45
  CEO
• 4:45
  and
• 4:46
  owner
• 4:46
  of,
• 4:47
  at
• 4:47
  my
• 4:47
  community
• 4:48
  we
• 4:48
  make
• 4:48
  individual
• 4:49
  mobile
• 4:49
  apps
• 4:49
  for
• 4:49
  campgrounds.
• 4:51
  So
• 4:51
  each
• 4:51
  of
• 4:51
  our
• 4:52
  customers
• 4:52
  have
• 4:52
  their
• 4:52
  own
• 4:52
  app
• 4:52
  in
• 4:53
  the
• 4:53
  app
• 4:53
  Store.
• 4:54
  We
• 4:54
  do
• 4:54
  about
• 4:54
  180
• 4:55
  campgrounds
• 4:56
  now.
• 4:57
  And
• 4:58
  yeah,
• 4:58
  it's
• 4:58
  all
• 4:58
  about
• 4:58
  customer
• 4:59
  engagement
• 5:00
  and
• 5:00
  experience.
• 5:01
  Joe,
• 5:02
  I
• 5:02
  remember
• 5:02
  when
• 5:02
  we
• 5:02
  first
• 5:03
  met
• 5:03
  each
• 5:03
  other
• 5:04
  and
• 5:04
  you
• 5:04
  were
• 5:04
  starting
• 5:05
  off,
• 5:05
  I
• 5:05
  guess
• 5:06
  2017.
• 5:06
  Is
• 5:07
  that
• 5:07
  right?
• 5:07
  Does
• 5:07
  that
• 5:07
  sound
• 5:07
  right
• 5:09
  or
• 5:10
  beginning
• 5:10
  of
• 5:10
  18.
• 5:11
  Okay.
• 5:11
  Yeah,
• 5:12
  I
• 5:12
  remember
• 5:12
  when
• 5:13
  you
• 5:13
  were
• 5:13
  super
• 5:13
  small
• 5:13
  company.
• 5:14
  You're
• 5:14
  like
• 5:14
  I'm
• 5:14
  never
• 5:14
  gonna
• 5:14
  have
• 5:14
  employees.
• 5:15
  And
• 5:15
  now
• 5:15
  You've
• 5:15
  got
• 5:16
  like
• 5:16
  your
• 5:16
  wife
• 5:16
  is
• 5:16
  a
• 5:16
  C.
• 5:17
  Coo
• 5:18
  right?
• 5:18
  And
• 5:18
  then
• 5:18
  you
• 5:18
  got
• 5:18
  Bobby
• 5:19
  Sword
• 5:19
  now
• 5:19
  as
• 5:19
  CMO
• 5:20
  and
• 5:20
  you're
• 5:21
  like
• 5:21
  this
• 5:21
  massive
• 5:22
  conglomerate.
• 5:23
  I
• 5:23
  wouldn't
• 5:23
  go
• 5:24
  that
• 5:24
  far.
• 5:24
  I
• 5:24
  would
• 5:24
  not
• 5:25
  go
• 5:25
  that
• 5:25
  far.
• 5:25
  But
• 5:26
  our,
• 5:26
  our
• 5:26
  team
• 5:26
  meetings
• 5:27
  now
• 5:27
  have
• 5:27
  10
• 5:27
  people
• 5:27
  on
• 5:28
  them.
• 5:28
  So
• 5:28
  it's,
• 5:29
  it's
• 5:30
  nice.
• 5:31
  Yeah,
• 5:31
  I'm
• 5:32
  really
• 5:32
  happy
• 5:32
  for
• 5:32
  you.
• 5:32
  Like
• 5:32
  all
• 5:32
  the
• 5:33
  success
• 5:33
  that
• 5:33
  you've
• 5:33
  enjoyed.
• 5:33
  You
• 5:34
  have
• 5:34
  a
• 5:34
  great
• 5:34
  product.
• 5:34
  So
• 5:35
  thank
• 5:35
  you.
• 5:36
  Now
• 5:36
  we'll
• 5:36
  move
• 5:36
  on
• 5:37
  to
• 5:37
  somebody
• 5:37
  smaller.
• 5:37
  Casey
• 5:38
  from
• 5:38
  Camp
• 5:38
  Spot.
• 5:39
  Certainly
• 5:39
  smaller
• 5:40
  in
• 5:40
  title
• 5:40
  man,
• 5:41
  all
• 5:41
  these,
• 5:41
  these
• 5:41
  sea
• 5:42
  level
• 5:42
  and
• 5:42
  owners,
• 5:43
  man,
• 5:43
  but
• 5:43
  Casey
• 5:44
  Cochran,
• 5:45
  VP
• 5:45
  of
• 5:46
  our
• 5:46
  partners
• 5:47
  in
• 5:47
  business
• 5:48
  development
• 5:48
  and
• 5:49
  some
• 5:49
  sales
• 5:49
  here
• 5:50
  and
• 5:50
  there,
• 5:50
  but
• 5:51
  really
• 5:51
  just
• 5:51
  kind
• 5:52
  of
• 5:52
  overseeing
• 5:52
  our
• 5:52
  supply
• 5:52
  and
• 5:53
  our
• 5:53
  multi
• 5:53
  part
• 5:53
  groups
• 5:54
  and
• 5:55
  our
• 5:55
  key
• 5:55
  partners
• 5:56
  and
• 5:56
  trying
• 5:56
  to
• 5:56
  keep
• 5:56
  them,
• 5:57
  keep
• 5:57
  them
• 5:57
  happy
• 5:57
  is.
• 5:58
  Is
• 5:58
  my
• 5:58
  focus
• 5:59
  these
• 5:59
  days.
• 6:00
  So
• 6:00
  Camp
• 6:01
  spot,
• 6:01
  we're
• 6:01
  a
• 6:01
  PMS
• 6:03
  campground
• 6:03
  specific
• 6:04
  PMS
• 6:04
  and
• 6:04
  Marketplace.
• 6:06
  We're
• 6:06
  about
• 6:07
  to
• 6:07
  cross
• 6:08
  over
• 6:08
  our
• 6:08
  3,000th
• 6:09
  park
• 6:09
  here.
• 6:10
  Hopefully
• 6:10
  the
• 6:10
  next
• 6:11
  few
• 6:11
  days,
• 6:11
  but
• 6:12
  we'll
• 6:12
  see.
• 6:13
  And
• 6:14
  so
• 6:14
  we
• 6:14
  work
• 6:14
  with
• 6:14
  a
• 6:14
  wide
• 6:15
  variety
• 6:15
  of
• 6:15
  campgrounds
• 6:16
  across
• 6:16
  North
• 6:17
  America
• 6:19
  and
• 6:19
  we're
• 6:19
  you
• 6:19
  know,
• 6:20
  trying
• 6:20
  to
• 6:20
  build
• 6:20
  the
• 6:20
  best
• 6:20
  product
• 6:21
  that
• 6:21
  serves
• 6:21
  the
• 6:21
  campground
• 6:22
  space
• 6:22
  from,
• 6:23
  from
• 6:23
  a
• 6:23
  technology
• 6:23
  standpoint
• 6:25
  along
• 6:25
  with
• 6:25
  providing
• 6:26
  some
• 6:27
  additional
• 6:27
  exposure
• 6:27
  and
• 6:29
  reservations
• 6:30
  and
• 6:30
  eyeballs
• 6:31
  from
• 6:31
  our,
• 6:31
  from
• 6:31
  our
• 6:31
  marketplace
• 6:32
  as
• 6:32
  a
• 6:32
  supplement
• 6:33
  to
• 6:33
  try
• 6:33
  to
• 6:33
  help
• 6:34
  parks,
• 6:34
  our
• 6:34
  parks
• 6:35
  with
• 6:35
  some
• 6:35
  occupancy.
• 6:36
  So
• 6:37
  yeah,
• 6:37
  we've.
• 6:37
  I
• 6:37
  started
• 6:38
  in,
• 6:38
  in
• 6:38
  2018
• 6:39
  beginning.
• 6:39
  We
• 6:40
  had
• 6:41
  about
• 6:41
  32
• 6:41
  parks
• 6:42
  I
• 6:42
  think
• 6:42
  on
• 6:42
  the
• 6:42
  system
• 6:42
  at
• 6:43
  the
• 6:43
  time.
• 6:43
  So
• 6:43
  it's
• 6:43
  been,
• 6:43
  it's
• 6:44
  been
• 6:44
  a
• 6:44
  good
• 6:44
  run
• 6:44
  here
• 6:44
  over
• 6:45
  the
• 6:45
  last
• 6:46
  six
• 6:46
  or
• 6:46
  seven
• 6:46
  years.
• 6:47
  But
• 6:47
  yeah,
• 6:48
  I
• 6:48
  mean
• 6:48
  I
• 6:49
  love
• 6:49
  the
• 6:49
  space,
• 6:49
  I
• 6:50
  love
• 6:50
  the
• 6:50
  company
• 6:50
  and
• 6:51
  this
• 6:51
  is
• 6:52
  just
• 6:52
  as
• 6:52
  excited
• 6:53
  as
• 6:53
  I
• 6:53
  was
• 6:53
  day
• 6:53
  one
• 6:53
  as
• 6:53
  I
• 6:54
  am
• 6:54
  now.
• 6:54
  So
• 6:54
  it's,
• 6:54
  it's
• 6:54
  been
• 6:54
  fun
• 6:55
  and
• 6:55
  it's
• 6:55
  funny
• 6:55
  to
• 6:56
  say
• 6:56
  the
• 6:56
  2018
• 6:57
  because
• 6:57
  that's
• 6:57
  when
• 6:57
  I
• 6:57
  started.
• 6:58
  That's
• 6:58
  when
• 6:58
  I
• 6:58
  met
• 6:59
  you.
• 6:59
  I
• 6:59
  think
• 6:59
  it's
• 7:00
  when
• 7:00
  I
• 7:00
  met
• 7:00
  Scott.
• 7:00
  I
• 7:00
  think
• 7:00
  it's
• 7:01
  when
• 7:01
  I
• 7:01
  met
• 7:01
  Joe.
• 7:01
  Was.
• 7:02
  Was
• 7:02
  that,
• 7:03
  that,
• 7:03
  that,
• 7:03
  that
• 7:04
  magical
• 7:04
  year
• 7:04
  and
• 7:05
  here
• 7:05
  we
• 7:05
  all
• 7:06
  are
• 7:06
  still.
• 7:06
  So
• 7:06
  it's
• 7:07
  pretty
• 7:07
  cool.
• 7:07
  It's
• 7:08
  fascinating.
• 7:08
  Like
• 7:08
  I
• 7:09
  don't
• 7:09
  want
• 7:09
  to
• 7:09
  date
• 7:09
  myself
• 7:10
  but
• 7:10
  I
• 7:10
  feel
• 7:10
  like
• 7:10
  is
• 7:10
  it,
• 7:11
  is
• 7:11
  it
• 7:11
  fair
• 7:11
  to
• 7:11
  say
• 7:11
  the
• 7:12
  first
• 7:12
  time
• 7:12
  I
• 7:12
  came
• 7:12
  across
• 7:12
  Camp
• 7:13
  spot
• 7:13
  was
• 7:13
  like
• 7:13
  2013,
• 7:14
  14
• 7:15
  somewhere
• 7:15
  around
• 7:15
  there.
• 7:16
  Is
• 7:16
  that
• 7:16
  too
• 7:16
  old?
• 7:16
  Been
• 7:17
  16.
• 7:17
  If
• 7:17
  you
• 7:17
  would
• 7:17
  have
• 7:18
  done
• 7:18
  it,
• 7:18
  it
• 7:18
  would
• 7:18
  have
• 7:18
  been
• 7:18
  in
• 7:18
  2016
• 7:19
  because
• 7:19
  that's
• 7:19
  when
• 7:20
  the
• 7:20
  code
• 7:20
  was
• 7:20
  being
• 7:21
  initially
• 7:21
  written.
• 7:22
  Okay.
• 7:22
  So
• 7:22
  I
• 7:23
  remember
• 7:23
  like
• 7:23
  the
• 7:23
  first
• 7:23
  time
• 7:24
  I
• 7:24
  came
• 7:24
  across
• 7:24
  Camp
• 7:25
  Spot
• 7:25
  was
• 7:25
  like.
• 7:25
  And
• 7:26
  I
• 7:26
  don't
• 7:26
  think
• 7:26
  I've
• 7:26
  ever
• 7:26
  told
• 7:26
  you
• 7:26
  this
• 7:27
  was
• 7:27
  at
• 7:27
  a
• 7:27
  Jellystone
• 7:28
  conference.
• 7:29
  Yeah.
• 7:29
  I
• 7:29
  think
• 7:30
  where
• 7:30
  you
• 7:30
  guys
• 7:30
  started.
• 7:31
  And
• 7:31
  I
• 7:31
  can't
• 7:31
  remember
• 7:31
  who
• 7:32
  ran
• 7:32
  the
• 7:32
  booth
• 7:32
  back
• 7:33
  then,
• 7:33
  but
• 7:33
  I
• 7:33
  remember,
• 7:34
  like,
• 7:34
  there
• 7:34
  was
• 7:35
  a
• 7:35
  couple.
• 7:36
  Stephen,
• 7:36
  Willa,
• 7:37
  you
• 7:37
  probably
• 7:37
  know
• 7:37
  these
• 7:37
  guys,
• 7:38
  Scott
• 7:38
  from
• 7:38
  Legacy,
• 7:39
  who
• 7:40
  were
• 7:40
  complaining
• 7:41
  to
• 7:41
  me
• 7:41
  about
• 7:41
  how,
• 7:41
  like,
• 7:42
  Camp
• 7:42
  Spot
• 7:42
  didn't
• 7:42
  have
• 7:42
  a
• 7:43
  good
• 7:43
  POS
• 7:43
  system,
• 7:44
  and
• 7:44
  it
• 7:44
  was
• 7:44
  completely
• 7:44
  terrible
• 7:45
  when
• 7:45
  scan
• 7:45
  barcodes
• 7:46
  and
• 7:46
  they
• 7:46
  were
• 7:46
  not
• 7:46
  going
• 7:46
  to
• 7:46
  use
• 7:47
  it.
• 7:47
  Like,
• 7:47
  obviously,
• 7:48
  you
• 7:48
  come
• 7:48
  a
• 7:48
  long
• 7:48
  way
• 7:48
  since
• 7:49
  then.
• 7:49
  Yeah,
• 7:49
  no,
• 7:50
  I
• 7:50
  appreciate
• 7:50
  you
• 7:50
  bringing
• 7:50
  that
• 7:50
  up,
• 7:51
  but,
• 7:51
  yeah,
• 7:51
  no,
• 7:51
  it's.
• 7:52
  It
• 7:52
  certainly.
• 7:53
  Certainly
• 7:53
  has
• 7:54
  been.
• 7:54
  You
• 7:54
  know,
• 7:54
  I
• 7:54
  mean,
• 7:55
  in
• 7:55
  2016,
• 7:56
  if
• 7:56
  that
• 7:56
  was
• 7:56
  the
• 7:56
  case,
• 7:56
  it.
• 7:57
  It
• 7:57
  was
• 7:57
  probably
• 7:58
  more
• 7:58
  of
• 7:58
  a
• 7:58
  concept
• 7:59
  than
• 7:59
  it
• 7:59
  was
• 7:59
  an
• 7:59
  actual.
• 8:00
  Oh,
• 8:00
  it
• 8:00
  was
• 8:00
  for
• 8:00
  sure.
• 8:01
  Like,
• 8:01
  you
• 8:01
  were
• 8:01
  just,
• 8:01
  like.
• 8:02
  You
• 8:02
  were
• 8:02
  brand
• 8:02
  new.
• 8:03
  Yeah,
• 8:03
  right.
• 8:03
  Yeah.
• 8:04
  Yeah.
• 8:04
  And
• 8:05
  then,
• 8:05
  to
• 8:05
  be
• 8:05
  honest,
• 8:06
  I
• 8:06
  mean,
• 8:06
  we're.
• 8:06
  You
• 8:06
  know,
• 8:06
  we're
• 8:06
  a
• 8:07
  team
• 8:07
  of,
• 8:07
  you
• 8:07
  know,
• 8:07
  Joe,
• 8:07
  I
• 8:08
  love
• 8:08
  seeing
• 8:08
  that
• 8:08
  you
• 8:08
  have
• 8:08
  10
• 8:09
  employees.
• 8:10
  I
• 8:10
  know
• 8:10
  many
• 8:10
  of
• 8:10
  them
• 8:11
  dear
• 8:11
  to
• 8:11
  my
• 8:11
  heart.
• 8:11
  But,
• 8:13
  you
• 8:13
  know,
• 8:13
  we're.
• 8:13
  We're
• 8:14
  a
• 8:14
  team
• 8:14
  of
• 8:14
  about
• 8:14
  120
• 8:15
  people
• 8:15
  at
• 8:15
  this
• 8:15
  point.
• 8:16
  We've
• 8:16
  been
• 8:16
  pretty
• 8:16
  consistent
• 8:17
  there
• 8:17
  for
• 8:17
  the
• 8:17
  last
• 8:18
  year
• 8:18
  and
• 8:18
  a
• 8:18
  half.
• 8:18
  And,
• 8:19
  you
• 8:20
  know,
• 8:20
  it's.
• 8:20
  It's
• 8:20
  still
• 8:20
  a
• 8:21
  work
• 8:21
  in
• 8:21
  progress
• 8:21
  right
• 8:22
  there.
• 8:22
  So,
• 8:22
  I
• 8:22
  mean,
• 8:22
  it's.
• 8:23
  It's
• 8:23
  still,
• 8:23
  like.
• 8:23
  It's
• 8:24
  like.
• 8:24
  And
• 8:24
  that's
• 8:24
  one
• 8:24
  of
• 8:24
  the
• 8:25
  things
• 8:25
  that's
• 8:25
  exciting
• 8:25
  is
• 8:26
  it's
• 8:26
  something
• 8:26
  that's.
• 8:27
  You
• 8:27
  know,
• 8:27
  we
• 8:27
  have
• 8:27
  a
• 8:28
  lot
• 8:28
  of
• 8:28
  work
• 8:28
  to
• 8:28
  do,
• 8:28
  a
• 8:29
  lot
• 8:29
  of
• 8:29
  things
• 8:29
  to
• 8:29
  accomplish,
• 8:29
  but,
• 8:30
  you
• 8:30
  know,
• 8:30
  do
• 8:30
  you
• 8:30
  think
• 8:30
  we
• 8:30
  got
• 8:31
  the
• 8:31
  right
• 8:31
  people
• 8:31
  and
• 8:31
  the
• 8:31
  right
• 8:31
  mindset
• 8:32
  and
• 8:32
  right
• 8:32
  partners
• 8:32
  to
• 8:33
  figure
• 8:33
  it
• 8:33
  out?
• 8:33
  So.
• 8:35
  Awesome.
• 8:35
  Well,
• 8:35
  thanks
• 8:35
  for
• 8:35
  being
• 8:36
  here.
• 8:36
  Let's
• 8:37
  introduce
• 8:37
  our
• 8:37
  special
• 8:38
  guests.
• 8:38
  So
• 8:38
  we
• 8:38
  have.
• 8:39
  Brittany,
• 8:39
  you
• 8:39
  want
• 8:40
  to
• 8:40
  go
• 8:40
  first?
• 8:40
  Oh,
• 8:41
  yeah.
• 8:42
  So
• 8:42
  my
• 8:42
  name
• 8:42
  is
• 8:43
  Brittany
• 8:43
  Mathis.
• 8:44
  I'm
• 8:44
  the
• 8:44
  owner
• 8:44
  of
• 8:44
  the
• 8:44
  Cory
• 8:45
  Campground.
• 8:46
  We
• 8:46
  are
• 8:47
  in
• 8:47
  Tallinn,
• 8:47
  Connecticut,
• 8:48
  a
• 8:49
  really
• 8:49
  lovely
• 8:49
  little
• 8:49
  spot
• 8:50
  in
• 8:51
  the
• 8:51
  northeast.
• 8:53
  We're
• 8:53
  moving
• 8:53
  into
• 8:54
  our
• 8:54
  fourth
• 8:54
  season
• 8:55
  being
• 8:55
  open,
• 8:56
  so
• 8:56
  we're
• 8:56
  fairly
• 8:57
  young.
• 8:59
  But
• 8:59
  we
• 8:59
  really
• 9:00
  love
• 9:00
  the
• 9:00
  camping
• 9:00
  industry
• 9:01
  and
• 9:01
  the
• 9:02
  memories
• 9:02
  we've
• 9:02
  made
• 9:02
  so
• 9:03
  far
• 9:03
  and
• 9:03
  are,
• 9:03
  like,
• 9:04
  eager
• 9:05
  to
• 9:06
  advance
• 9:08
  in
• 9:08
  our
• 9:08
  community
• 9:09
  and
• 9:09
  across
• 9:09
  the
• 9:09
  board.
• 9:11
  Awesome.
• 9:11
  Thanks
• 9:11
  for
• 9:12
  being
• 9:12
  here,
• 9:12
  Brittany.
• 9:12
  I
• 9:12
  want
• 9:12
  to
• 9:12
  dive
• 9:12
  into
• 9:13
  the
• 9:13
  Quarry
• 9:13
  campground
• 9:13
  and
• 9:13
  learn
• 9:14
  more
• 9:14
  about
• 9:14
  you
• 9:14
  in
• 9:14
  a
• 9:15
  few
• 9:15
  seconds
• 9:15
  here.
• 9:16
  Layla.
• 9:16
  We've
• 9:16
  known
• 9:16
  each
• 9:17
  other
• 9:17
  for
• 9:17
  how
• 9:17
  long
• 9:17
  now?
• 9:18
  On
• 9:18
  and
• 9:18
  off,
• 9:18
  at
• 9:18
  least.
• 9:19
  I
• 9:19
  think
• 9:20
  we
• 9:20
  feel
• 9:20
  like
• 9:20
  we
• 9:20
  see
• 9:20
  each
• 9:20
  other
• 9:20
  at
• 9:20
  a
• 9:21
  conference,
• 9:21
  and
• 9:21
  then,
• 9:21
  like,
• 9:21
  two
• 9:21
  and
• 9:22
  a
• 9:22
  half
• 9:22
  years
• 9:22
  later,
• 9:22
  we're
• 9:22
  like,
• 9:22
  oh,
• 9:22
  hey,
• 9:23
  how
• 9:23
  have
• 9:23
  you
• 9:23
  been?
• 9:24
  Yes.
• 9:24
  Yeah.
• 9:25
  Very
• 9:25
  much
• 9:25
  so.
• 9:26
  So
• 9:26
  it's
• 9:26
  funny
• 9:26
  that
• 9:26
  your
• 9:27
  two
• 9:27
  guests.
• 9:28
  We
• 9:28
  have
• 9:29
  a
• 9:29
  lot
• 9:29
  in
• 9:29
  common,
• 9:29
  and
• 9:30
  one
• 9:30
  of
• 9:30
  it
• 9:30
  is
• 9:30
  that
• 9:31
  we're
• 9:31
  from
• 9:31
  Connecticut,
• 9:32
  so
• 9:33
  we
• 9:33
  now
• 9:33
  have
• 9:34
  two
• 9:34
  parks
• 9:34
  in
• 9:34
  Connecticut.
• 9:35
  Brian,
• 9:35
  I
• 9:35
  don't
• 9:36
  know
• 9:36
  if
• 9:36
  you
• 9:36
  know
• 9:37
  that.
• 9:37
  We
• 9:38
  bought
• 9:38
  Cozy
• 9:38
  Hills
• 9:39
  Campground
• 9:39
  that
• 9:39
  was
• 9:39
  originally
• 9:40
  established
• 9:40
  in
• 9:40
  1963
• 9:42
  in
• 9:42
  the
• 9:42
  Northwest
• 9:43
  corner.
• 9:43
  So
• 9:43
  we're
• 9:43
  the
• 9:44
  closest
• 9:44
  to
• 9:44
  New
• 9:44
  York
• 9:45
  and
• 9:45
  Massachusetts.
• 9:45
  We're
• 9:46
  on
• 9:46
  the
• 9:46
  other
• 9:46
  side
• 9:46
  from
• 9:47
  the
• 9:47
  core,
• 9:48
  and
• 9:48
  we
• 9:49
  bought
• 9:49
  that
• 9:49
  in
• 9:49
  2014.
• 9:50
  It
• 9:50
  was
• 9:50
  originally
• 9:50
  established
• 9:51
  in
• 9:51
  1963,
• 9:52
  and
• 9:53
  we
• 9:53
  grew
• 9:53
  it
• 9:53
  as
• 9:53
  big
• 9:54
  as
• 9:54
  we
• 9:54
  could.
• 9:54
  We
• 9:54
  were
• 9:55
  landlocked,
• 9:55
  and
• 9:56
  I
• 9:56
  have
• 9:57
  a
• 9:57
  low
• 9:57
  threshold
• 9:58
  for
• 9:58
  boredom.
• 9:59
  So
• 10:00
  365
• 10:01
  acres,
• 10:02
  and
• 10:02
  we've
• 10:02
  just
• 10:02
  started
• 10:03
  developing
• 10:03
  that.
• 10:03
  We
• 10:04
  opened
• 10:04
  it
• 10:05
  for
• 10:05
  Memorial
• 10:06
  Day
• 10:06
  weekend.
• 10:06
  2024,
• 10:08
  93
• 10:09
  sites
• 10:09
  for
• 10:09
  the
• 10:10
  second
• 10:10
  property,
• 10:11
  so
• 10:11
  they're
• 10:11
  only
• 10:12
  about
• 10:12
  8
• 10:13
  miles
• 10:13
  apart
• 10:13
  as
• 10:13
  the
• 10:13
  crow
• 10:14
  flies.
• 10:14
  So
• 10:14
  it's
• 10:15
  really
• 10:15
  interesting
• 10:15
  that
• 10:15
  we
• 10:16
  kind
• 10:16
  of
• 10:16
  compete
• 10:16
  with
• 10:16
  ourselves,
• 10:17
  and
• 10:17
  yet
• 10:18
  there's
• 10:18
  close
• 10:18
  enough
• 10:19
  together
• 10:19
  that
• 10:19
  there's
• 10:19
  a
• 10:19
  lot
• 10:19
  of
• 10:19
  fun
• 10:20
  synergy
• 10:20
  that
• 10:20
  we
• 10:20
  can
• 10:20
  do
• 10:21
  between
• 10:21
  the
• 10:21
  two
• 10:21
  properties.
• 10:22
  So
• 10:22
  I'm
• 10:23
  especially
• 10:23
  excited
• 10:24
  to
• 10:24
  be
• 10:24
  part
• 10:24
  of
• 10:25
  this
• 10:25
  podcast
• 10:25
  today.
• 10:26
  I
• 10:26
  think
• 10:27
  the
• 10:27
  customer
• 10:28
  experience
• 10:28
  is
• 10:29
  something
• 10:29
  that
• 10:29
  is
• 10:30
  always
• 10:30
  in
• 10:30
  the
• 10:30
  forefront
• 10:31
  of
• 10:31
  our
• 10:31
  mind.
• 10:31
  And
• 10:31
  then
• 10:32
  I'm
• 10:32
  a
• 10:32
  big
• 10:32
  as
• 10:32
  Casey
• 10:33
  knows,
• 10:33
  although
• 10:33
  Casey
• 10:34
  might
• 10:34
  not
• 10:34
  be
• 10:34
  so
• 10:34
  thrilled
• 10:35
  to
• 10:35
  see
• 10:35
  me
• 10:35
  on
• 10:35
  this
• 10:35
  call.
• 10:37
  I'm
• 10:37
  a
• 10:37
  big
• 10:37
  technology
• 10:38
  fan,
• 10:39
  but
• 10:39
  it
• 10:40
  has
• 10:40
  to
• 10:40
  serve
• 10:40
  the
• 10:40
  guest
• 10:41
  experience.
• 10:41
  That's
• 10:41
  what
• 10:41
  it
• 10:42
  always
• 10:42
  comes
• 10:42
  back
• 10:42
  to.
• 10:42
  It
• 10:42
  either
• 10:43
  should
• 10:43
  make
• 10:43
  the
• 10:43
  guest
• 10:44
  experience
• 10:44
  better
• 10:44
  or
• 10:44
  your
• 10:45
  staff's
• 10:45
  experience
• 10:45
  better
• 10:46
  so
• 10:46
  that
• 10:46
  they
• 10:46
  can
• 10:46
  then
• 10:47
  deliver
• 10:47
  that
• 10:47
  for
• 10:48
  the
• 10:48
  guest.
• 10:49
  And
• 10:50
  it's
• 10:50
  a
• 10:50
  big
• 10:50
  passion
• 10:51
  of
• 10:51
  mine.
• 10:51
  Glad
• 10:51
  to
• 10:51
  be
• 10:52
  part
• 10:52
  of
• 10:52
  the
• 10:52
  dialogue.
• 10:53
  I
• 10:53
  think
• 10:53
  what's
• 10:54
  fascinating
• 10:54
  to
• 10:54
  me
• 10:54
  and
• 10:54
  I
• 10:54
  want
• 10:55
  to
• 10:55
  talk.
• 10:55
  We'll
• 10:55
  just
• 10:56
  talk
• 10:56
  to
• 10:56
  you
• 10:56
  first
• 10:56
  here
• 10:57
  about
• 10:57
  Cozy
• 10:57
  Hills
• 10:58
  Campgrounds
• 10:58
  or
• 10:58
  Cozy
• 10:59
  Hill
• 10:59
  Campgrounds
• 10:59
  and
• 10:59
  your
• 11:00
  other
• 11:00
  park.
• 11:00
  Sorry,
• 11:00
  it's
• 11:01
  really
• 11:01
  small
• 11:01
  for
• 11:01
  me.
• 11:01
  Like,
• 11:02
  I'm
• 11:02
  sitting
• 11:02
  far
• 11:02
  away
• 11:02
  from
• 11:02
  the
• 11:03
  screen
• 11:03
  and
• 11:03
  I
• 11:03
  am
• 11:03
  old
• 11:04
  and
• 11:04
  probably
• 11:05
  macular
• 11:05
  degeneration,
• 11:06
  all
• 11:06
  kinds
• 11:06
  of
• 11:06
  problems.
• 11:07
  I
• 11:07
  haven't
• 11:07
  I'm
• 11:08
  not
• 11:08
  quite
• 11:08
  at
• 11:08
  the
• 11:08
  age
• 11:08
  where
• 11:09
  the
• 11:09
  pot
• 11:09
  is
• 11:09
  legal
• 11:09
  for
• 11:09
  me
• 11:09
  to
• 11:10
  smoke,
• 11:10
  I
• 11:10
  think,
• 11:10
  for
• 11:10
  my
• 11:10
  eyes.
• 11:11
  But
• 11:11
  you
• 11:12
  may
• 11:12
  be
• 11:12
  reaching
• 11:13
  the
• 11:13
  age
• 11:13
  where
• 11:13
  new
• 11:13
  glasses
• 11:14
  are
• 11:14
  in
• 11:14
  order,
• 11:15
  Brian,
• 11:15
  maybe
• 11:16
  there
• 11:16
  was
• 11:16
  a
• 11:16
  harsh
• 11:17
  realization
• 11:17
  about
• 11:17
  six
• 11:18
  years
• 11:18
  ago
• 11:18
  that
• 11:18
  glasses
• 11:19
  went
• 11:19
  from
• 11:19
  a
• 11:19
  convenience
• 11:20
  to
• 11:20
  a
• 11:20
  necessity.
• 11:21
  So,
• 11:21
  yeah,
• 11:22
  so
• 11:22
  we'll
• 11:23
  just,
• 11:23
  maybe
• 11:23
  I'll
• 11:23
  just
• 11:24
  get
• 11:24
  a
• 11:24
  bigger
• 11:24
  monitor,
• 11:24
  bring
• 11:25
  it
• 11:25
  closer
• 11:25
  to
• 11:25
  me
• 11:25
  first.
• 11:26
  Hang
• 11:26
  on
• 11:26
  to
• 11:27
  my
• 11:27
  young
• 11:27
  age
• 11:28
  as
• 11:28
  long
• 11:28
  as
• 11:28
  I
• 11:28
  can.
• 11:30
  Interesting
• 11:30
  to
• 11:30
  me
• 11:30
  what
• 11:30
  you
• 11:31
  bring
• 11:31
  up.
• 11:31
  And
• 11:31
  I
• 11:31
  want
• 11:31
  to,
• 11:31
  I
• 11:31
  want
• 11:32
  you
• 11:32
  to
• 11:32
  briefly
• 11:32
  tell
• 11:32
  us
• 11:32
  about
• 11:32
  your
• 11:33
  parks
• 11:33
  in
• 11:33
  a
• 11:33
  second
• 11:34
  before
• 11:34
  we
• 11:34
  dive
• 11:34
  into
• 11:35
  this,
• 11:35
  just
• 11:35
  because
• 11:35
  you're
• 11:35
  a
• 11:36
  special
• 11:36
  guest
• 11:36
  and
• 11:36
  we
• 11:36
  want
• 11:36
  to
• 11:36
  hear
• 11:37
  a
• 11:37
  little
• 11:37
  bit
• 11:37
  of
• 11:37
  the
• 11:38
  background
• 11:38
  there,
• 11:38
  but
• 11:39
  weaving
• 11:39
  it
• 11:39
  in
• 11:39
  with
• 11:39
  the
• 11:39
  guest
• 11:40
  experience
• 11:40
  is
• 11:40
  the,
• 11:40
  is
• 11:41
  the
• 11:41
  focus
• 11:41
  of
• 11:41
  the
• 11:41
  show.
• 11:42
  It's
• 11:42
  really
• 11:42
  interesting
• 11:43
  when
• 11:43
  you
• 11:43
  say,
• 11:43
  like,
• 11:43
  it
• 11:43
  has
• 11:44
  to
• 11:44
  serve
• 11:44
  the
• 11:44
  guest
• 11:44
  experience,
• 11:45
  because
• 11:46
  I
• 11:46
  think
• 11:46
  the
• 11:46
  one
• 11:46
  thing
• 11:47
  that
• 11:47
  I've
• 11:47
  learned
• 11:48
  over
• 11:48
  a
• 11:48
  number
• 11:48
  of
• 11:49
  years
• 11:49
  doing
• 11:49
  marketing
• 11:49
  and
• 11:50
  advertising
• 11:50
  for
• 11:51
  so
• 11:51
  many
• 11:51
  different
• 11:51
  properties
• 11:52
  is
• 11:52
  that
• 11:53
  the
• 11:53
  guest
• 11:53
  experience
• 11:54
  is
• 11:55
  very
• 11:55
  much
• 11:55
  based
• 11:56
  on
• 11:56
  the
• 11:56
  perception
• 11:57
  of
• 11:57
  the
• 11:57
  individual
• 11:58
  guest.
• 11:59
  And
• 12:00
  so
• 12:00
  what
• 12:00
  the
• 12:00
  owner
• 12:01
  thinks
• 12:01
  is
• 12:01
  a
• 12:01
  good
• 12:01
  experience
• 12:02
  is
• 12:02
  obviously
• 12:02
  a
• 12:02
  good
• 12:03
  guide
• 12:03
  baseline
• 12:04
  because
• 12:04
  you
• 12:04
  talk
• 12:04
  to
• 12:04
  way
• 12:04
  more
• 12:05
  of
• 12:05
  the
• 12:05
  guests
• 12:05
  than
• 12:05
  the
• 12:05
  individual
• 12:06
  person
• 12:06
  does.
• 12:07
  But
• 12:07
  everybody
• 12:08
  has
• 12:08
  a
• 12:08
  different
• 12:08
  use
• 12:08
  case
• 12:09
  for
• 12:09
  that,
• 12:09
  right?
• 12:09
  And
• 12:09
  we
• 12:10
  just
• 12:10
  talk
• 12:10
  about
• 12:10
  the
• 12:10
  reservation
• 12:11
  systems,
• 12:11
  Camp
• 12:11
  Spot,
• 12:12
  new
• 12:12
  books,
• 12:12
  Daylist,
• 12:12
  ResNexis,
• 12:13
  all
• 12:13
  those
• 12:13
  places,
• 12:13
  right?
• 12:14
  They
• 12:14
  all
• 12:15
  have
• 12:15
  different
• 12:15
  interfaces.
• 12:16
  I
• 12:16
  think
• 12:16
  they
• 12:16
  probably
• 12:17
  all
• 12:17
  have
• 12:17
  a
• 12:17
  good
• 12:18
  guest
• 12:18
  experience.
• 12:19
  The
• 12:19
  question
• 12:20
  is,
• 12:20
  is
• 12:20
  which
• 12:20
  one
• 12:21
  is
• 12:21
  the
• 12:21
  best
• 12:21
  one
• 12:22
  for
• 12:22
  your
• 12:22
  park
• 12:22
  and
• 12:23
  your
• 12:23
  type
• 12:23
  of
• 12:23
  guests?
• 12:24
  I
• 12:24
  think,
• 12:24
  oh,
• 12:25
  I
• 12:25
  see
• 12:26
  that
• 12:26
  there's
• 12:26
  a
• 12:26
  campground
• 12:26
  for
• 12:27
  everybody,
• 12:27
  and
• 12:28
  there's
• 12:28
  absolutely
• 12:29
  the
• 12:29
  same
• 12:29
  could
• 12:29
  be
• 12:30
  said.
• 12:30
  Or
• 12:31
  there
• 12:31
  is
• 12:31
  a
• 12:32
  reservation
• 12:32
  or
• 12:32
  property
• 12:33
  management
• 12:33
  software
• 12:34
  for
• 12:34
  everybody.
• 12:34
  I'll
• 12:34
  see
• 12:35
  a
• 12:35
  relatively
• 12:35
  small
• 12:36
  park,
• 12:36
  post
• 12:36
  on
• 12:37
  Facebook
• 12:37
  and
• 12:37
  say,
• 12:38
  I,
• 12:38
  you
• 12:38
  know,
• 12:38
  I'm
• 12:39
  looking
• 12:39
  for
• 12:39
  a
• 12:39
  reservation
• 12:40
  system.
• 12:40
  I
• 12:41
  have
• 12:41
  40
• 12:41
  sites
• 12:42
  and
• 12:42
  most
• 12:43
  of
• 12:43
  them
• 12:43
  stay
• 12:43
  with
• 12:44
  me
• 12:44
  at
• 12:44
  least
• 12:44
  a
• 12:44
  month.
• 12:45
  Well,
• 12:45
  they
• 12:45
  don't
• 12:45
  need
• 12:45
  to
• 12:46
  spend
• 12:46
  the
• 12:47
  kind
• 12:47
  of
• 12:47
  money
• 12:47
  that
• 12:47
  we
• 12:47
  invest
• 12:48
  in
• 12:48
  technology,
• 12:49
  right?
• 12:49
  They,
• 12:49
  they
• 12:50
  need
• 12:50
  a
• 12:50
  very
• 12:50
  probably
• 12:51
  straightforward,
• 12:52
  a
• 12:52
  little
• 12:53
  bit
• 12:53
  more
• 12:53
  simple
• 12:54
  program.
• 12:55
  And
• 12:55
  then
• 12:56
  they
• 12:56
  go
• 12:56
  all
• 12:56
  the
• 12:56
  way
• 12:56
  up
• 12:56
  to
• 12:57
  the
• 12:57
  programs
• 12:57
  like
• 12:58
  Camp
• 12:58
  Spot,
• 12:58
  like
• 12:59
  New
• 12:59
  Book,
• 12:59
  that
• 12:59
  do
• 13:00
  a
• 13:00
  lot
• 13:00
  more,
• 13:01
  and,
• 13:02
  you
• 13:02
  know,
• 13:03
  the
• 13:03
  price
• 13:03
  tag
• 13:03
  associated
• 13:04
  with
• 13:04
  that
• 13:04
  as
• 13:04
  well.
• 13:05
  And
• 13:05
  you
• 13:05
  have
• 13:05
  to
• 13:05
  decide
• 13:06
  what's
• 13:06
  the
• 13:06
  best
• 13:06
  fit.
• 13:06
  And
• 13:07
  yes,
• 13:07
  I
• 13:07
  mean,
• 13:07
  at
• 13:07
  the
• 13:07
  end
• 13:07
  of
• 13:08
  the
• 13:08
  day,
• 13:08
  I
• 13:08
  cannot
• 13:09
  judge
• 13:09
  if
• 13:09
  the
• 13:09
  guest
• 13:09
  is
• 13:10
  going
• 13:10
  to
• 13:10
  like
• 13:10
  what
• 13:11
  our
• 13:11
  software
• 13:12
  presents
• 13:12
  them.
• 13:12
  But
• 13:12
  again,
• 13:13
  if
• 13:13
  my
• 13:13
  staff
• 13:13
  is
• 13:14
  happy
• 13:14
  with
• 13:14
  it,
• 13:14
  it
• 13:14
  gives
• 13:15
  us
• 13:15
  these
• 13:15
  great
• 13:15
  tools
• 13:16
  that
• 13:17
  will
• 13:17
  hopefully
• 13:17
  get
• 13:17
  that
• 13:18
  feedback
• 13:18
  from
• 13:18
  the
• 13:18
  guest.
• 13:19
  You
• 13:19
  know,
• 13:19
  one
• 13:20
  simple
• 13:20
  thing
• 13:20
  is
• 13:21
  right
• 13:21
  after
• 13:21
  a
• 13:21
  guest
• 13:21
  checks
• 13:22
  in,
• 13:22
  about
• 13:22
  three
• 13:22
  hours
• 13:22
  later,
• 13:23
  they
• 13:23
  get
• 13:23
  a
• 13:23
  text
• 13:24
  from
• 13:24
  us
• 13:24
  saying,
• 13:24
  and
• 13:25
  this
• 13:25
  is
• 13:25
  pretty
• 13:25
  basic
• 13:25
  in
• 13:26
  the
• 13:26
  hotel
• 13:26
  industry,
• 13:26
  right?
• 13:27
  This
• 13:27
  isn't
• 13:27
  rocket
• 13:27
  science.
• 13:28
  But
• 13:28
  they
• 13:28
  get
• 13:28
  a
• 13:28
  guest,
• 13:28
  they
• 13:29
  get
• 13:29
  a
• 13:29
  text,
• 13:29
  hey,
• 13:30
  on
• 13:30
  a
• 13:30
  scale
• 13:30
  of
• 13:30
  1
• 13:30
  to
• 13:31
  10,
• 13:31
  how
• 13:31
  are
• 13:32
  we
• 13:32
  doing
• 13:32
  so
• 13:32
  far?
• 13:33
  That
• 13:33
  is
• 13:34
  so
• 13:34
  key.
• 13:34
  I
• 13:34
  swear
• 13:35
  that
• 13:35
  one
• 13:35
  single
• 13:36
  text
• 13:36
  saves
• 13:36
  us
• 13:37
  a
• 13:37
  lot
• 13:37
  of
• 13:37
  pain
• 13:37
  and
• 13:37
  suffering.
• 13:38
  Because
• 13:38
  when
• 13:38
  we
• 13:38
  get
• 13:38
  a
• 13:38
  three
• 13:39
  back,
• 13:39
  that's
• 13:39
  me
• 13:39
  out
• 13:40
  at
• 13:40
  the
• 13:40
  campsite
• 13:40
  or
• 13:41
  my
• 13:41
  manager
• 13:42
  out
• 13:42
  at
• 13:42
  the
• 13:42
  campsite
• 13:43
  saying,
• 13:43
  whoa,
• 13:44
  where
• 13:44
  did
• 13:45
  the,
• 13:45
  where
• 13:45
  did
• 13:45
  it
• 13:46
  go
• 13:46
  off
• 13:46
  the
• 13:46
  rails?
• 13:46
  What
• 13:47
  can
• 13:47
  we
• 13:47
  do
• 13:47
  to
• 13:47
  help?
• 13:49
  That
• 13:50
  is
• 13:50
  the
• 13:50
  type
• 13:50
  of
• 13:50
  thing
• 13:51
  where,
• 13:51
  you
• 13:51
  know
• 13:51
  that
• 13:52
  that
• 13:52
  technology
• 13:52
  can
• 13:53
  give
• 13:53
  you
• 13:53
  some
• 13:53
  quick
• 13:54
  and
• 13:54
  easy
• 13:54
  tools,
• 13:54
  tools
• 13:55
  to,
• 13:55
  to
• 13:55
  start
• 13:57
  writing
• 13:57
  the
• 13:57
  ship
• 13:58
  if
• 13:58
  it
• 13:58
  hasn't
• 13:58
  gotten
• 13:59
  off
• 13:59
  on
• 13:59
  the
• 13:59
  right
• 13:59
  foot.
• 14:00
  And
• 14:00
  we
• 14:00
  don't
• 14:01
  want
• 14:01
  to
• 14:01
  go
• 14:01
  too
• 14:01
  far
• 14:01
  deep
• 14:01
  into
• 14:02
  reservations.
• 14:02
  But
• 14:02
  you
• 14:02
  would
• 14:03
  think
• 14:03
  there
• 14:03
  would
• 14:03
  be
• 14:03
  somebody,
• 14:03
  sorry,
• 14:04
  Casey.
• 14:04
  That
• 14:04
  came
• 14:04
  up
• 14:04
  with
• 14:05
  a
• 14:05
  perfect
• 14:05
  reservation
• 14:05
  system.
• 14:06
  Like,
• 14:06
  look
• 14:06
  at
• 14:06
  Joe.
• 14:07
  Like,
• 14:07
  there's
• 14:07
  only
• 14:07
  one
• 14:08
  big
• 14:08
  app
• 14:08
  company.
• 14:09
  I
• 14:09
  know.
• 14:09
  Like,
• 14:09
  he's
• 14:10
  perfected
• 14:10
  it.
• 14:11
  He's
• 14:11
  cornered,
• 14:11
  he's
• 14:12
  perfected
• 14:12
  it.
• 14:12
  Just
• 14:12
  like
• 14:13
  there's
• 14:13
  only
• 14:13
  one
• 14:14
  management
• 14:14
  company
• 14:15
  that's
• 14:15
  got
• 14:15
  it.
• 14:15
  Perfected
• 14:16
  it.
• 14:16
  He's
• 14:16
  on
• 14:16
  this
• 14:16
  call
• 14:16
  as
• 14:17
  well.
• 14:17
  It's
• 14:17
  like,
• 14:17
  it's
• 14:17
  crazy
• 14:18
  what
• 14:18
  I'm
• 14:18
  saying.
• 14:19
  Like,
• 14:19
  pick
• 14:19
  up
• 14:19
  the
• 14:19
  slack
• 14:20
  here,
• 14:20
  man.
• 14:20
  You
• 14:20
  gotta,
• 14:21
  you
• 14:21
  need
• 14:22
  a.
• 14:22
  Yeah,
• 14:23
  but
• 14:24
  what
• 14:24
  do
• 14:24
  you
• 14:24
  think
• 14:24
  about
• 14:24
  this,
• 14:24
  Casey?
• 14:25
  Just
• 14:25
  real
• 14:25
  quick
• 14:25
  before
• 14:25
  we
• 14:25
  move
• 14:26
  on
• 14:26
  to
• 14:26
  reservation
• 14:26
  system,
• 14:27
  because
• 14:27
  it
• 14:27
  is
• 14:27
  an
• 14:27
  important
• 14:27
  part
• 14:28
  of
• 14:28
  the
• 14:28
  guest
• 14:28
  experience,
• 14:29
  right?
• 14:30
  It
• 14:30
  is,
• 14:31
  yeah.
• 14:31
  I
• 14:31
  mean,
• 14:31
  for
• 14:31
  sure.
• 14:31
  I
• 14:31
  mean
• 14:32
  we,
• 14:32
  when,
• 14:32
  you
• 14:32
  know,
• 14:33
  our
• 14:33
  concept
• 14:33
  from
• 14:34
  really
• 14:34
  the
• 14:34
  beginning
• 14:34
  with
• 14:35
  the
• 14:35
  guest
• 14:35
  experience
• 14:36
  was,
• 14:36
  you
• 14:36
  know,
• 14:36
  letting
• 14:37
  the
• 14:37
  park
• 14:37
  control
• 14:38
  what
• 14:38
  they
• 14:38
  want
• 14:38
  to
• 14:39
  control
• 14:39
  and
• 14:39
  allowing
• 14:40
  automation
• 14:40
  with
• 14:41
  what
• 14:41
  they
• 14:41
  wanted
• 14:41
  to
• 14:41
  be
• 14:41
  automated
• 14:42
  from,
• 14:42
  from
• 14:43
  the
• 14:43
  guest
• 14:43
  side
• 14:43
  of
• 14:43
  things.
• 14:43
  So
• 14:44
  I
• 14:44
  mean,
• 14:44
  to
• 14:44
  start,
• 14:45
  you
• 14:45
  know,
• 14:45
  typically
• 14:46
  most
• 14:46
  parks
• 14:46
  or
• 14:47
  most
• 14:47
  guests
• 14:47
  are
• 14:47
  going
• 14:48
  to
• 14:48
  start
• 14:48
  at
• 14:48
  a
• 14:48
  park's
• 14:49
  website
• 14:49
  or
• 14:49
  they're
• 14:49
  going
• 14:49
  to
• 14:49
  start
• 14:49
  with
• 14:50
  a
• 14:50
  phone
• 14:50
  call
• 14:50
  potentially,
• 14:51
  right?
• 14:51
  And
• 14:51
  that
• 14:51
  guest
• 14:52
  experience
• 14:52
  start,
• 14:52
  starts
• 14:53
  then,
• 14:53
  right?
• 14:54
  That's
• 14:54
  the
• 14:54
  start
• 14:54
  of
• 14:54
  the
• 14:54
  journey
• 14:55
  to
• 14:55
  some
• 14:55
  extent.
• 14:55
  And
• 14:56
  then
• 14:56
  from
• 14:56
  there
• 14:56
  it's
• 14:56
  getting
• 14:57
  them
• 14:57
  to
• 14:57
  what
• 14:57
  they're
• 14:57
  looking
• 14:58
  for
• 14:58
  as
• 14:58
  quickly
• 14:58
  as
• 14:59
  possible,
• 14:59
  as
• 14:59
  easy
• 15:00
  as
• 15:00
  possible
• 15:01
  with
• 15:01
  everything
• 15:01
  that
• 15:02
  that
• 15:02
  park
• 15:02
  has
• 15:02
  to
• 15:02
  offer
• 15:03
  as
• 15:03
  easily
• 15:03
  as
• 15:04
  possible
• 15:05
  and,
• 15:05
  and
• 15:05
  really
• 15:06
  setting
• 15:06
  the,
• 15:06
  experiencing
• 15:07
  the
• 15:07
  tone
• 15:07
  for
• 15:07
  what
• 15:07
  they
• 15:08
  can
• 15:08
  expect
• 15:08
  when
• 15:08
  they
• 15:08
  show
• 15:09
  up.
• 15:09
  And
• 15:09
  it's
• 15:10
  interesting
• 15:10
  because
• 15:10
  some
• 15:11
  parks,
• 15:11
  you
• 15:11
  know,
• 15:11
  are
• 15:12
  truly
• 15:12
  focused
• 15:13
  on
• 15:13
  automation
• 15:14
  and
• 15:14
  labor
• 15:15
  is
• 15:15
  the
• 15:15
  biggest
• 15:16
  factor
• 15:17
  that
• 15:17
  they
• 15:17
  are
• 15:17
  focused
• 15:18
  on,
• 15:19
  you
• 15:19
  know,
• 15:20
  not
• 15:20
  eliminating,
• 15:20
  but
• 15:21
  streamlining
• 15:21
  as
• 15:22
  much
• 15:22
  as
• 15:22
  they
• 15:22
  can.
• 15:22
  So
• 15:22
  they
• 15:23
  want
• 15:23
  online
• 15:23
  check
• 15:24
  in,
• 15:24
  they
• 15:24
  want,
• 15:24
  you
• 15:25
  know,
• 15:25
  that
• 15:25
  golf
• 15:25
  cart
• 15:25
  booked
• 15:26
  at
• 15:26
  the
• 15:26
  time
• 15:26
  of
• 15:27
  booking.
• 15:27
  They
• 15:27
  want
• 15:28
  the
• 15:28
  firewood
• 15:29
  sold
• 15:29
  already.
• 15:29
  They
• 15:30
  want
• 15:30
  express
• 15:31
  check
• 15:31
  in,
• 15:32
  they
• 15:32
  want
• 15:32
  terms
• 15:32
  of
• 15:32
  conditions
• 15:33
  signed
• 15:33
  already.
• 15:33
  They
• 15:34
  want
• 15:34
  to
• 15:34
  know
• 15:34
  what
• 15:34
  site
• 15:34
  they're
• 15:35
  going
• 15:35
  to
• 15:35
  be
• 15:35
  on
• 15:36
  and
• 15:37
  they
• 15:37
  want
• 15:37
  to
• 15:37
  just
• 15:37
  get
• 15:38
  in
• 15:38
  and
• 15:38
  go
• 15:38
  to
• 15:38
  the
• 15:38
  park
• 15:39
  and
• 15:39
  unpack
• 15:40
  and
• 15:40
  do
• 15:40
  their
• 15:40
  thing.
• 15:41
  And
• 15:41
  there's
• 15:41
  a
• 15:41
  lot
• 15:42
  of
• 15:42
  parks
• 15:42
  that
• 15:42
  say
• 15:43
  wait,
• 15:43
  no.
• 15:43
  Part
• 15:43
  of
• 15:43
  our
• 15:44
  experience
• 15:44
  experience
• 15:44
  is
• 15:45
  when
• 15:45
  they
• 15:45
  do
• 15:45
  check
• 15:46
  in
• 15:46
  is,
• 15:46
  is
• 15:46
  meeting
• 15:47
  us
• 15:47
  and,
• 15:47
  and,
• 15:48
  and
• 15:48
  me
• 15:48
  explaining
• 15:49
  where
• 15:49
  the
• 15:49
  good
• 15:49
  places
• 15:50
  are
• 15:50
  to
• 15:50
  eat
• 15:50
  and
• 15:50
  what
• 15:51
  there
• 15:51
  is
• 15:51
  to
• 15:51
  do
• 15:51
  at
• 15:51
  the
• 15:51
  park
• 15:52
  and
• 15:52
  showing
• 15:52
  them
• 15:53
  to
• 15:53
  their
• 15:53
  site.
• 15:53
  And
• 15:53
  so
• 15:54
  guest
• 15:54
  experience,
• 15:55
  again,
• 15:55
  I
• 15:55
  think
• 15:55
  you
• 15:56
  touched
• 15:56
  on
• 15:56
  it
• 15:56
  and,
• 15:56
  and
• 15:57
  Leila
• 15:57
  did
• 15:57
  as
• 15:57
  well.
• 15:57
  Like
• 15:58
  it's,
• 15:58
  it's
• 15:58
  in
• 15:58
  the
• 15:59
  eye
• 15:59
  of
• 15:59
  the
• 15:59
  beholder.
• 15:59
  And
• 16:00
  it's
• 16:00
  also
• 16:00
  in
• 16:00
  the
• 16:00
  eye
• 16:00
  of
• 16:01
  the
• 16:01
  park
• 16:01
  owner.
• 16:01
  Right.
• 16:02
  And
• 16:02
  what
• 16:02
  they
• 16:02
  want
• 16:02
  to
• 16:03
  focus
• 16:03
  on
• 16:04
  as
• 16:04
  far
• 16:04
  as
• 16:04
  on
• 16:04
  the
• 16:04
  experience
• 16:05
  they
• 16:05
  have
• 16:05
  for
• 16:05
  their
• 16:05
  guests.
• 16:06
  I
• 16:06
  mean,
• 16:06
  look
• 16:07
  at
• 16:07
  KOA
• 16:07
  with,
• 16:07
  with
• 16:07
  Kevin
• 16:08
  there.
• 16:08
  I
• 16:08
  mean,
• 16:08
  like,
• 16:08
  they
• 16:09
  have
• 16:09
  a,
• 16:09
  a
• 16:09
  pretty
• 16:10
  good
• 16:10
  set
• 16:11
  of
• 16:11
  rules
• 16:12
  and
• 16:12
  guidance
• 16:13
  and
• 16:13
  parameters
• 16:14
  around
• 16:14
  what
• 16:14
  that
• 16:14
  experience
• 16:15
  will
• 16:15
  look
• 16:16
  with
• 16:16
  a
• 16:16
  KOA
• 16:16
  is
• 16:16
  going
• 16:16
  to
• 16:17
  look
• 16:17
  like.
• 16:17
  Same
• 16:18
  thing
• 16:18
  with
• 16:18
  the
• 16:18
  yogis
• 16:18
  and
• 16:19
  things
• 16:19
  of
• 16:19
  that
• 16:19
  sort.
• 16:19
  And
• 16:20
  so
• 16:20
  from
• 16:20
  our
• 16:21
  end,
• 16:21
  from
• 16:21
  a
• 16:21
  technology
• 16:22
  standpoint,
• 16:22
  you
• 16:22
  know,
• 16:23
  our
• 16:23
  goal
• 16:23
  is
• 16:23
  to
• 16:24
  embrace
• 16:24
  as
• 16:24
  much
• 16:24
  of
• 16:24
  the
• 16:25
  automation
• 16:25
  as
• 16:25
  possible,
• 16:26
  while
• 16:26
  also
• 16:27
  embracing
• 16:27
  as
• 16:27
  much
• 16:27
  of
• 16:28
  the,
• 16:28
  the
• 16:28
  user
• 16:28
  experience
• 16:29
  that
• 16:29
  the
• 16:29
  parks
• 16:29
  want
• 16:30
  to
• 16:30
  provide
• 16:30
  and
• 16:31
  trying
• 16:31
  to
• 16:31
  find
• 16:31
  the
• 16:31
  balance
• 16:32
  in
• 16:32
  between.
• 16:32
  Because
• 16:32
  again,
• 16:33
  you
• 16:33
  roll
• 16:34
  out
• 16:34
  something
• 16:34
  like,
• 16:35
  you
• 16:35
  know,
• 16:36
  online,
• 16:36
  online
• 16:37
  check
• 16:37
  in.
• 16:37
  You
• 16:37
  roll
• 16:38
  out
• 16:38
  things
• 16:38
  like,
• 16:38
  you
• 16:38
  know,
• 16:39
  automating
• 16:39
  terms
• 16:40
  and
• 16:40
  conditions.
• 16:41
  You.
• 16:41
  You
• 16:42
  do
• 16:42
  those
• 16:42
  things,
• 16:42
  but
• 16:42
  then
• 16:42
  you
• 16:42
  go,
• 16:42
  hey,
• 16:43
  only
• 16:43
  the
• 16:43
  40,
• 16:44
  50
• 16:44
  of
• 16:44
  campgrounds
• 16:45
  are
• 16:45
  adopting
• 16:45
  this.
• 16:45
  Why
• 16:46
  is,
• 16:46
  how
• 16:46
  is
• 16:46
  that
• 16:46
  possible?
• 16:47
  Why
• 16:47
  wouldn't
• 16:47
  they
• 16:47
  all
• 16:48
  be
• 16:48
  doing
• 16:48
  that?
• 16:48
  But
• 16:49
  there's
• 16:49
  all
• 16:49
  unique
• 16:49
  reasons
• 16:50
  as
• 16:50
  to
• 16:50
  why
• 16:51
  they
• 16:51
  may
• 16:51
  or
• 16:51
  may
• 16:52
  not
• 16:52
  adopt
• 16:52
  some
• 16:52
  of
• 16:52
  the
• 16:53
  technology
• 16:53
  within
• 16:53
  there.
• 16:54
  And
• 16:54
  you
• 16:54
  just
• 16:54
  have
• 16:54
  to
• 16:55
  respect
• 16:55
  and
• 16:55
  appreciate
• 16:56
  it
• 16:56
  because
• 16:56
  again,
• 16:56
  at
• 16:56
  the
• 16:56
  end
• 16:57
  of
• 16:57
  the
• 16:57
  day,
• 16:57
  it's
• 16:57
  their
• 16:57
  park
• 16:57
  and
• 16:58
  it's.
• 16:58
  You're
• 16:59
  creating
• 16:59
  this
• 16:59
  little,
• 17:00
  this
• 17:00
  space
• 17:02
  for
• 17:02
  those
• 17:02
  guests
• 17:03
  and
• 17:03
  no
• 17:03
  one's
• 17:03
  going
• 17:03
  to
• 17:03
  know
• 17:04
  what
• 17:04
  space
• 17:04
  works
• 17:05
  better
• 17:05
  than
• 17:05
  those
• 17:05
  park
• 17:06
  operators
• 17:06
  or
• 17:06
  owners.
• 17:07
  Yeah.
• 17:08
  And
• 17:08
  I
• 17:08
  think
• 17:08
  it's
• 17:08
  like
• 17:09
  the
• 17:09
  one
• 17:09
  thing
• 17:09
  that
• 17:09
  we
• 17:10
  talk
• 17:10
  about
• 17:10
  is
• 17:10
  kind
• 17:10
  of
• 17:11
  a.
• 17:11
  Is
• 17:11
  different,
• 17:12
  is
• 17:12
  the
• 17:12
  guest
• 17:12
  perception.
• 17:13
  But
• 17:13
  then
• 17:14
  you
• 17:14
  look
• 17:14
  at.
• 17:14
  And
• 17:14
  many
• 17:15
  park
• 17:15
  owners
• 17:15
  don't
• 17:16
  do
• 17:16
  this.
• 17:16
  I
• 17:16
  think
• 17:16
  I
• 17:16
  know
• 17:17
  Scott
• 17:17
  does
• 17:17
  at
• 17:17
  his
• 17:17
  company.
• 17:17
  I'm
• 17:18
  sure
• 17:18
  Kevin
• 17:18
  does
• 17:19
  at
• 17:19
  his.
• 17:19
  And
• 17:20
  I
• 17:20
  just,
• 17:20
  I
• 17:20
  don't
• 17:20
  mean
• 17:21
  to
• 17:21
  leave
• 17:21
  Layla
• 17:21
  and
• 17:21
  Brittany
• 17:22
  out,
• 17:23
  you
• 17:23
  know,
• 17:23
  from
• 17:23
  a
• 17:23
  park
• 17:24
  owner
• 17:24
  perspective,
• 17:24
  but
• 17:25
  it's
• 17:25
  hard
• 17:25
  when
• 17:26
  you're
• 17:26
  a
• 17:26
  single
• 17:27
  park
• 17:27
  owner,
• 17:27
  right?
• 17:27
  Like,
• 17:28
  trying
• 17:28
  to
• 17:28
  look
• 17:28
  at
• 17:28
  all
• 17:28
  the
• 17:28
  data
• 17:29
  and
• 17:29
  analytics,
• 17:29
  but
• 17:30
  there
• 17:30
  is
• 17:30
  data
• 17:30
  to
• 17:30
  tell
• 17:30
  you
• 17:30
  this.
• 17:31
  It's
• 17:31
  the,
• 17:31
  the
• 17:31
  conversion
• 17:32
  percentage
• 17:33
  of
• 17:33
  the
• 17:33
  people
• 17:33
  that
• 17:33
  are
• 17:33
  booking.
• 17:34
  And
• 17:34
  yes,
• 17:35
  that's
• 17:35
  not
• 17:35
  going
• 17:35
  to
• 17:35
  say
• 17:35
  like,
• 17:36
  well,
• 17:36
  they
• 17:36
  liked
• 17:36
  my
• 17:36
  modern
• 17:37
  font
• 17:37
  or
• 17:37
  my.
• 17:37
  Whatever,
• 17:38
  but
• 17:38
  indirectly
• 17:38
  it
• 17:39
  does
• 17:39
  because
• 17:39
  they
• 17:39
  checked
• 17:40
  out
• 17:40
  and
• 17:40
  spent
• 17:40
  their
• 17:40
  money
• 17:40
  with
• 17:40
  you.
• 17:41
  It's
• 17:41
  a
• 17:41
  portion
• 17:41
  of
• 17:41
  that.
• 17:42
  Like,
• 17:42
  sure,
• 17:42
  the
• 17:43
  park
• 17:43
  is
• 17:43
  a
• 17:43
  bigger
• 17:43
  piece
• 17:44
  of
• 17:44
  that.
• 17:44
  What
• 17:44
  amenities
• 17:45
  you
• 17:45
  have,
• 17:45
  where's
• 17:45
  your
• 17:45
  location?
• 17:46
  Was
• 17:47
  my
• 17:47
  staff
• 17:47
  friendly
• 17:48
  on
• 17:48
  the
• 17:48
  phone?
• 17:48
  But
• 17:49
  that
• 17:49
  definitely
• 17:49
  is
• 17:49
  a
• 17:49
  way
• 17:50
  to
• 17:50
  measure,
• 17:50
  I
• 17:50
  think,
• 17:50
  that
• 17:50
  guest
• 17:51
  happiness
• 17:52
  with
• 17:52
  that
• 17:52
  piece
• 17:53
  of
• 17:53
  the
• 17:53
  experience.
• 17:53
  And
• 17:54
  I
• 17:54
  don't
• 17:54
  know
• 17:54
  if
• 17:54
  I've
• 17:54
  said
• 17:55
  this
• 17:55
  to
• 17:55
  this
• 17:55
  group
• 17:55
  before,
• 17:56
  but
• 17:56
  please
• 17:57
  jump
• 17:57
  in.
• 17:57
  And
• 17:57
  if
• 17:57
  you
• 17:58
  have
• 17:58
  questions
• 17:58
  for
• 17:58
  whoever
• 17:59
  we're
• 17:59
  talking
• 17:59
  about,
• 18:00
  the
• 18:00
  less
• 18:00
  I
• 18:00
  talk
• 18:01
  the
• 18:01
  better
• 18:01
  the
• 18:01
  show
• 18:02
  is.
• 18:02
  So
• 18:03
  feel
• 18:03
  free.
• 18:04
  I
• 18:04
  was
• 18:04
  going
• 18:04
  to
• 18:04
  jump
• 18:04
  in.
• 18:05
  I
• 18:05
  was
• 18:05
  going
• 18:05
  to
• 18:05
  jump
• 18:05
  in
• 18:06
  from
• 18:06
  the
• 18:06
  kind
• 18:06
  of
• 18:06
  the
• 18:07
  camper
• 18:08
  point
• 18:08
  of
• 18:08
  view.
• 18:09
  So
• 18:09
  we,
• 18:10
  my
• 18:10
  family,
• 18:10
  we
• 18:11
  do
• 18:11
  quite
• 18:11
  a
• 18:11
  bit
• 18:11
  of
• 18:11
  camping.
• 18:12
  We've
• 18:12
  spent
• 18:12
  four
• 18:12
  months
• 18:13
  out,
• 18:13
  three
• 18:13
  months
• 18:13
  out,
• 18:13
  two
• 18:14
  months
• 18:14
  out,
• 18:14
  different
• 18:14
  years,
• 18:15
  and
• 18:16
  travel
• 18:16
  to
• 18:16
  all
• 18:16
  different
• 18:17
  types
• 18:17
  of
• 18:17
  resorts.
• 18:17
  So
• 18:18
  also
• 18:19
  being
• 18:19
  kind
• 18:19
  of
• 18:20
  a
• 18:20
  veteran
• 18:20
  in
• 18:21
  this
• 18:21
  industry
• 18:21
  now,
• 18:22
  I
• 18:22
  know
• 18:22
  most
• 18:22
  of
• 18:22
  the
• 18:22
  reservation
• 18:23
  providers,
• 18:23
  so
• 18:23
  when
• 18:24
  I
• 18:24
  go
• 18:24
  and
• 18:25
  I
• 18:25
  book
• 18:25
  something
• 18:26
  and
• 18:26
  I
• 18:26
  kind
• 18:26
  of.
• 18:27
  It's
• 18:28
  kind
• 18:28
  of
• 18:28
  a
• 18:28
  little
• 18:28
  glitchy
• 18:29
  running
• 18:29
  through
• 18:29
  their
• 18:29
  system,
• 18:29
  I
• 18:30
  go
• 18:30
  and
• 18:30
  tell
• 18:30
  them
• 18:30
  directly.
• 18:31
  But
• 18:33
  to
• 18:33
  the
• 18:33
  campground
• 18:34
  owner,
• 18:34
  what
• 18:34
  I
• 18:34
  would
• 18:34
  suggest
• 18:35
  is
• 18:35
  grab
• 18:36
  somebody
• 18:36
  green,
• 18:36
  like
• 18:37
  with
• 18:37
  the
• 18:37
  chamber
• 18:37
  of
• 18:37
  commerce
• 18:38
  that
• 18:38
  you
• 18:38
  work
• 18:38
  with
• 18:38
  or
• 18:39
  somebody
• 18:39
  that
• 18:39
  you
• 18:39
  work
• 18:39
  with,
• 18:40
  ask
• 18:40
  them
• 18:40
  to
• 18:40
  go
• 18:40
  through
• 18:40
  the
• 18:41
  booking
• 18:41
  process
• 18:41
  that
• 18:41
  you're
• 18:42
  using
• 18:42
  right
• 18:42
  now,
• 18:43
  Sit
• 18:43
  there
• 18:44
  with
• 18:44
  them,
• 18:44
  don't
• 18:44
  help
• 18:45
  them,
• 18:45
  but
• 18:45
  sit
• 18:45
  right
• 18:45
  behind
• 18:46
  them
• 18:46
  and
• 18:46
  watch
• 18:46
  them
• 18:46
  go
• 18:46
  through
• 18:47
  that
• 18:47
  booking
• 18:47
  process
• 18:48
  because
• 18:48
  you're
• 18:49
  going
• 18:49
  to
• 18:49
  see
• 18:49
  if
• 18:49
  they
• 18:50
  run
• 18:50
  into
• 18:50
  an
• 18:51
  issue.
• 18:52
  You
• 18:52
  know,
• 18:53
  there's
• 18:53
  one
• 18:53
  system
• 18:54
  that
• 18:54
  I
• 18:54
  went
• 18:54
  through
• 18:54
  and
• 18:54
  I
• 18:55
  would
• 18:55
  book.
• 18:55
  I
• 18:56
  had
• 18:56
  to
• 18:56
  keep
• 18:56
  going
• 18:56
  back
• 18:56
  and
• 18:56
  forth
• 18:57
  between
• 18:57
  pages
• 18:58
  because
• 18:58
  of
• 18:59
  the
• 18:59
  order
• 18:59
  in
• 19:00
  which
• 19:00
  you
• 19:00
  pick
• 19:00
  dates
• 19:00
  and
• 19:01
  site
• 19:01
  types.
• 19:02
  Do
• 19:02
  you
• 19:02
  want
• 19:02
  to
• 19:02
  tell
• 19:02
  us
• 19:03
  who
• 19:03
  that
• 19:03
  reservation
• 19:03
  system
• 19:04
  was?
• 19:04
  No,
• 19:04
  I
• 19:05
  would
• 19:05
  not
• 19:05
  like.
• 19:05
  Okay,
• 19:05
  all
• 19:05
  right,
• 19:06
  I'll
• 19:06
  tell
• 19:06
  you.
• 19:07
  It's
• 19:07
  not,
• 19:07
  it's
• 19:07
  not,
• 19:07
  it's
• 19:08
  not
• 19:08
  camp
• 19:08
  spot.
• 19:08
  I
• 19:08
  can
• 19:08
  tell
• 19:08
  you
• 19:09
  that.
• 19:09
  All
• 19:09
  right,
• 19:13
  go
• 19:13
  ahead.
• 19:13
  Sorry.
• 19:14
  No,
• 19:14
  I'm
• 19:14
  sorry.
• 19:15
  I
• 19:15
  was
• 19:15
  just,
• 19:15
  just,
• 19:16
  just
• 19:16
  to
• 19:16
  kind
• 19:16
  of
• 19:17
  layer
• 19:17
  on
• 19:17
  to
• 19:17
  what
• 19:18
  Joe
• 19:18
  was,
• 19:18
  was
• 19:19
  sharing.
• 19:19
  I
• 19:19
  think
• 19:19
  it's
• 19:19
  so
• 19:20
  important
• 19:20
  to
• 19:20
  do
• 19:20
  that.
• 19:21
  We
• 19:21
  just
• 19:21
  did
• 19:21
  that
• 19:22
  as
• 19:22
  a
• 19:22
  team
• 19:22
  this
• 19:22
  morning
• 19:23
  for
• 19:23
  one
• 19:24
  of
• 19:24
  our
• 19:24
  properties
• 19:24
  that
• 19:25
  we,
• 19:25
  we
• 19:25
  went
• 19:26
  through
• 19:26
  the
• 19:26
  booking
• 19:26
  process
• 19:27
  and
• 19:27
  it
• 19:27
  was.
• 19:28
  Stemmed
• 19:28
  from.
• 19:29
  We
• 19:29
  pulled
• 19:29
  some
• 19:29
  occupancy
• 19:30
  data
• 19:30
  and
• 19:30
  we
• 19:31
  said
• 19:31
  these
• 19:31
  two
• 19:32
  cabin
• 19:33
  types
• 19:33
  are
• 19:34
  outperforming
• 19:35
  for
• 19:35
  the
• 19:35
  last
• 19:35
  four
• 19:36
  months
• 19:37
  on
• 19:37
  a
• 19:37
  preoccupied
• 19:38
  night
• 19:38
  basis.
• 19:39
  They're
• 19:39
  outperforming
• 19:39
  all
• 19:40
  the
• 19:40
  other
• 19:40
  cabins,
• 19:40
  which
• 19:41
  are
• 19:41
  probably
• 19:41
  even
• 19:42
  nicer
• 19:42
  than
• 19:42
  the
• 19:43
  one
• 19:43
  that
• 19:43
  was.
• 19:43
  That
• 19:43
  was
• 19:43
  being
• 19:44
  booked
• 19:44
  up.
• 19:45
  And
• 19:46
  we
• 19:46
  started
• 19:46
  to
• 19:46
  ask
• 19:47
  why.
• 19:47
  Well,
• 19:47
  it's
• 19:48
  because
• 19:48
  Waterfront.
• 19:50
  There
• 19:50
  was
• 19:50
  a
• 19:50
  description
• 19:51
  of
• 19:51
  the
• 19:51
  waterfront
• 19:52
  in
• 19:52
  front
• 19:52
  of
• 19:52
  the
• 19:52
  cabin
• 19:52
  name.
• 19:53
  Really,
• 19:53
  we
• 19:54
  realized,
• 19:54
  well,
• 19:55
  you
• 19:55
  know,
• 19:55
  I
• 19:55
  think
• 19:55
  we
• 19:55
  were
• 19:56
  trying
• 19:56
  to
• 19:56
  be
• 19:56
  too
• 19:56
  cute
• 19:56
  before
• 19:57
  with
• 19:57
  some
• 19:57
  of
• 19:57
  these
• 19:57
  other
• 19:58
  names.
• 19:58
  I
• 19:59
  think
• 19:59
  that
• 19:59
  could
• 19:59
  be
• 19:59
  a
• 19:59
  part
• 20:00
  of
• 20:00
  it.
• 20:00
  You
• 20:00
  know,
• 20:00
  there's
• 20:01
  other
• 20:01
  things
• 20:01
  like
• 20:01
  rate
• 20:02
  and
• 20:02
  how
• 20:02
  it's
• 20:02
  being
• 20:03
  described,
• 20:03
  but
• 20:03
  how
• 20:03
  it's
• 20:04
  being
• 20:04
  listed
• 20:04
  on
• 20:04
  your
• 20:05
  booking,
• 20:05
  on
• 20:05
  your
• 20:05
  booking
• 20:06
  engine
• 20:06
  is
• 20:06
  really
• 20:07
  important.
• 20:07
  But
• 20:08
  outside
• 20:08
  of
• 20:08
  just
• 20:09
  names,
• 20:09
  looking
• 20:09
  at
• 20:10
  your
• 20:10
  pictures,
• 20:10
  having
• 20:11
  great
• 20:11
  imagery,
• 20:11
  really
• 20:12
  selling
• 20:12
  to
• 20:13
  that
• 20:13
  potential
• 20:14
  guest
• 20:15
  what
• 20:15
  it
• 20:15
  is
• 20:15
  that
• 20:16
  they
• 20:16
  can
• 20:17
  experience
• 20:18
  when
• 20:18
  they're
• 20:18
  on
• 20:19
  site,
• 20:19
  even
• 20:20
  directly
• 20:20
  in
• 20:20
  the
• 20:21
  booking
• 20:21
  engine
• 20:21
  and
• 20:22
  click
• 20:22
  through
• 20:22
  your
• 20:23
  pictures
• 20:24
  and
• 20:24
  understand
• 20:25
  maybe
• 20:25
  which
• 20:26
  picture
• 20:26
  is
• 20:26
  the
• 20:26
  best
• 20:27
  picture
• 20:27
  to
• 20:27
  start
• 20:27
  with
• 20:28
  because
• 20:28
  they're
• 20:29
  only
• 20:29
  looking
• 20:29
  at
• 20:29
  those
• 20:30
  options
• 20:30
  for
• 20:31
  like
• 20:31
  10
• 20:31
  seconds.
• 20:32
  They're
• 20:32
  going
• 20:32
  to
• 20:32
  scroll
• 20:32
  through
• 20:33
  really
• 20:33
  quick
• 20:33
  if
• 20:34
  you
• 20:34
  don't
• 20:34
  have
• 20:34
  something
• 20:34
  that
• 20:35
  catches
• 20:35
  them
• 20:35
  or
• 20:35
  you
• 20:36
  think
• 20:36
  it
• 20:36
  looks
• 20:36
  good.
• 20:37
  So
• 20:37
  to
• 20:37
  Joe's
• 20:38
  point,
• 20:39
  get
• 20:40
  somebody
• 20:40
  that's
• 20:40
  maybe
• 20:41
  a
• 20:41
  trusted
• 20:42
  source
• 20:43
  that
• 20:44
  knows
• 20:44
  your
• 20:44
  area.
• 20:44
  I
• 20:45
  think
• 20:45
  the
• 20:45
  Chamber
• 20:45
  of
• 20:45
  Commerce,
• 20:46
  Joe,
• 20:46
  is
• 20:46
  a
• 20:46
  great
• 20:46
  idea,
• 20:47
  but
• 20:48
  you
• 20:48
  should
• 20:48
  be
• 20:48
  doing
• 20:48
  this
• 20:48
  regularly.
• 20:51
  We
• 20:51
  do
• 20:51
  it
• 20:51
  regularly
• 20:52
  and
• 20:52
  we
• 20:53
  find
• 20:53
  a
• 20:53
  lot
• 20:53
  of
• 20:53
  stuff
• 20:54
  each
• 20:54
  time
• 20:54
  that
• 20:55
  it's
• 20:55
  always
• 20:56
  an
• 20:57
  iterative
• 20:57
  process
• 20:58
  to
• 20:59
  improve.
• 21:00
  Because
• 21:00
  everything's
• 21:01
  a
• 21:01
  key
• 21:01
  part
• 21:01
  of
• 21:01
  that
• 21:01
  journey.
• 21:02
  It's
• 21:02
  not
• 21:03
  just
• 21:03
  Waterfront
• 21:04
  is
• 21:04
  a
• 21:04
  big
• 21:04
  piece
• 21:05
  of
• 21:05
  that,
• 21:05
  but
• 21:06
  it's
• 21:06
  also
• 21:06
  the
• 21:06
  pictures,
• 21:07
  it's
• 21:07
  also
• 21:07
  the
• 21:07
  description,
• 21:08
  it's
• 21:08
  the
• 21:08
  text,
• 21:08
  it's
• 21:08
  the
• 21:09
  way
• 21:09
  it's
• 21:09
  presented,
• 21:09
  it's
• 21:10
  everything.
• 21:10
  Right.
• 21:10
  Otherwise
• 21:11
  you
• 21:11
  could
• 21:11
  just
• 21:12
  flood
• 21:12
  your
• 21:12
  campground
• 21:12
  and
• 21:13
  everything
• 21:13
  could
• 21:13
  be
• 21:13
  waterfront
• 21:14
  and
• 21:14
  you'd
• 21:14
  be
• 21:14
  fine.
• 21:15
  Yeah,
• 21:16
  it's
• 21:16
  not
• 21:16
  a
• 21:16
  good
• 21:16
  strategy.
• 21:17
  And
• 21:17
  one
• 21:17
  of
• 21:18
  the
• 21:18
  reasons,
• 21:18
  change
• 21:18
  the.
• 21:18
  Description
• 21:19
  to
• 21:19
  houseboats
• 21:20
  instead
• 21:20
  of
• 21:20
  cabins
• 21:21
  and
• 21:22
  you're
• 21:22
  good
• 21:22
  to
• 21:22
  go.
• 21:23
  But
• 21:23
  waterfront
• 21:23
  works
• 21:24
  better.
• 21:24
  We
• 21:24
  tested
• 21:25
  this,
• 21:25
  Kevin.
• 21:25
  It's
• 21:25
  waterfront.
• 21:26
  All
• 21:26
  right,
• 21:27
  well,
• 21:27
  I,
• 21:27
  you
• 21:27
  know,
• 21:27
  I.
• 21:28
  You
• 21:28
  guys
• 21:29
  have
• 21:29
  touched
• 21:29
  on
• 21:29
  this
• 21:30
  already.
• 21:30
  Every
• 21:31
  touch
• 21:31
  point
• 21:32
  is
• 21:32
  a
• 21:32
  potential
• 21:33
  pain
• 21:33
  point
• 21:33
  or
• 21:34
  it's
• 21:34
  something
• 21:35
  that's
• 21:35
  going
• 21:35
  to
• 21:35
  be,
• 21:38
  you
• 21:38
  know,
• 21:38
  a
• 21:39
  promoter
• 21:39
  for
• 21:39
  you.
• 21:39
  Right.
• 21:40
  If
• 21:40
  you
• 21:40
  apply
• 21:40
  the
• 21:40
  net
• 21:40
  promoter
• 21:41
  score
• 21:41
  approach,
• 21:42
  whether
• 21:43
  that's
• 21:43
  the
• 21:43
  website,
• 21:44
  whether
• 21:44
  it's
• 21:45
  how
• 21:45
  many
• 21:45
  times
• 21:45
  they
• 21:46
  have
• 21:46
  to
• 21:46
  pay
• 21:46
  for
• 21:47
  something
• 21:47
  or
• 21:47
  additional
• 21:48
  fees,
• 21:48
  whether
• 21:48
  it's
• 21:49
  how
• 21:49
  many
• 21:50
  texts
• 21:50
  they're
• 21:50
  getting
• 21:51
  throughout.
• 21:52
  And
• 21:52
  I
• 21:52
  think
• 21:53
  the
• 21:53
  challenge
• 21:54
  as,
• 21:55
  as
• 21:55
  operators
• 21:56
  is
• 21:56
  we'll
• 21:56
  spend
• 21:57
  time
• 21:57
  on
• 21:57
  it
• 21:57
  and
• 21:58
  we'll
• 21:58
  think
• 21:59
  that
• 21:59
  we
• 21:59
  have
• 21:59
  it
• 21:59
  figured
• 21:59
  out.
• 22:01
  And
• 22:01
  then
• 22:02
  how
• 22:02
  often
• 22:02
  are,
• 22:02
  like
• 22:03
  Scott
• 22:03
  said,
• 22:03
  how
• 22:03
  often
• 22:03
  are
• 22:04
  you
• 22:04
  revisiting
• 22:04
  that?
• 22:05
  There's
• 22:05
  no,
• 22:05
  like,
• 22:05
  set
• 22:06
  it
• 22:06
  and
• 22:06
  forget.
• 22:06
  You
• 22:07
  can't
• 22:07
  solve
• 22:07
  the
• 22:07
  problem
• 22:08
  and
• 22:08
  then
• 22:08
  move
• 22:08
  on.
• 22:09
  The
• 22:10
  experience
• 22:10
  is
• 22:11
  a,
• 22:11
  it's
• 22:11
  a
• 22:11
  never
• 22:12
  ending
• 22:13
  process
• 22:14
  and
• 22:14
  you
• 22:14
  have
• 22:14
  to
• 22:14
  continually
• 22:15
  revisit
• 22:16
  that.
• 22:16
  And
• 22:16
  what's
• 22:17
  working
• 22:17
  today
• 22:18
  or
• 22:18
  what
• 22:18
  was
• 22:18
  working
• 22:19
  two
• 22:19
  years
• 22:19
  ago
• 22:19
  might
• 22:20
  not
• 22:20
  work
• 22:20
  tomorrow.
• 22:21
  And
• 22:22
  so
• 22:22
  you
• 22:22
  have
• 22:22
  to
• 22:22
  be
• 22:22
  able
• 22:23
  to
• 22:23
  identify
• 22:23
  those
• 22:24
  things
• 22:24
  and
• 22:24
  be
• 22:24
  creative.
• 22:25
  And,
• 22:25
  you
• 22:25
  know,
• 22:26
  the
• 22:26
  concept
• 22:26
  of
• 22:27
  being,
• 22:27
  you
• 22:27
  know,
• 22:27
  a
• 22:27
  secret
• 22:28
  shopper
• 22:28
  is,
• 22:28
  is
• 22:29
  fantastic.
• 22:29
  Whether
• 22:29
  it's
• 22:30
  someone
• 22:30
  from
• 22:30
  your
• 22:30
  team
• 22:30
  or
• 22:31
  you
• 22:31
  bring
• 22:31
  someone
• 22:31
  outside.
• 22:32
  You
• 22:33
  know,
• 22:33
  one
• 22:33
  of
• 22:33
  the
• 22:33
  things
• 22:33
  that
• 22:33
  we
• 22:33
  try
• 22:34
  and
• 22:34
  do
• 22:34
  is
• 22:35
  as
• 22:35
  much
• 22:35
  as
• 22:35
  we
• 22:36
  can,
• 22:36
  as
• 22:36
  we
• 22:36
  go
• 22:36
  out
• 22:37
  and
• 22:37
  we
• 22:37
  experience
• 22:38
  what
• 22:38
  other
• 22:38
  people's
• 22:39
  campgrounds
• 22:39
  are
• 22:39
  doing,
• 22:40
  you
• 22:41
  know,
• 22:41
  like,
• 22:41
  I
• 22:41
  can't
• 22:41
  tell
• 22:41
  you
• 22:41
  how
• 22:42
  many
• 22:42
  times
• 22:42
  I've
• 22:42
  pulled
• 22:42
  up
• 22:43
  reservations
• 22:44
  to
• 22:45
  book
• 22:45
  something
• 22:45
  online
• 22:46
  that
• 22:46
  is
• 22:46
  using
• 22:47
  Camp
• 22:47
  Spot.
• 22:48
  And
• 22:48
  the
• 22:48
  first
• 22:48
  thing
• 22:48
  I'm
• 22:48
  doing
• 22:49
  is
• 22:49
  comparing
• 22:49
  that
• 22:49
  to
• 22:50
  what
• 22:50
  that
• 22:50
  looks
• 22:50
  like
• 22:51
  for
• 22:51
  my
• 22:51
  koas
• 22:52
  and
• 22:52
  how
• 22:52
  that
• 22:52
  reservation
• 22:53
  process
• 22:54
  goes
• 22:54
  for
• 22:54
  me
• 22:54
  as
• 22:55
  a
• 22:55
  guest
• 22:55
  versus
• 22:56
  for
• 22:56
  me
• 22:57
  as.
• 22:57
  As
• 22:57
  the
• 22:57
  business
• 22:58
  owner,
• 22:58
  the
• 22:58
  operator.
• 22:59
  Right.
• 22:59
  And
• 23:00
  taking
• 23:00
  those
• 23:00
  learnings
• 23:01
  from
• 23:01
  those
• 23:01
  things.
• 23:03
  But
• 23:03
  again,
• 23:03
  it's,
• 23:03
  you
• 23:04
  know,
• 23:04
  it
• 23:04
  is
• 23:04
  important.
• 23:04
  And
• 23:05
  whatever
• 23:05
  that
• 23:05
  cadence
• 23:05
  is,
• 23:06
  is
• 23:06
  going
• 23:06
  to
• 23:07
  vary
• 23:07
  depending
• 23:08
  on,
• 23:08
  you
• 23:08
  know,
• 23:08
  the
• 23:09
  operator,
• 23:09
  the
• 23:10
  park,
• 23:10
  how
• 23:10
  much
• 23:11
  availability
• 23:11
  and
• 23:12
  bandwidth
• 23:12
  you
• 23:12
  have.
• 23:12
  But
• 23:13
  what's
• 23:13
  important
• 23:13
  is,
• 23:13
  is
• 23:14
  that
• 23:14
  you,
• 23:14
  You.
• 23:15
  You
• 23:15
  have
• 23:16
  to
• 23:16
  revisit
• 23:16
  it
• 23:17
  well,
• 23:17
  and.
• 23:17
  That'S
• 23:17
  the
• 23:18
  elephant
• 23:18
  in
• 23:18
  the
• 23:18
  room.
• 23:18
  Right.
• 23:18
  I
• 23:19
  think
• 23:19
  it's
• 23:19
  worthy
• 23:19
  of
• 23:19
  a
• 23:19
  discussion
• 23:20
  because
• 23:20
  we
• 23:20
  have
• 23:20
  a
• 23:20
  lot
• 23:21
  of
• 23:21
  people
• 23:21
  who
• 23:21
  are
• 23:21
  watching
• 23:21
  this
• 23:22
  show,
• 23:22
  like
• 23:22
  a
• 23:23
  Layla
• 23:23
  or
• 23:23
  like
• 23:23
  a
• 23:23
  Brittany,
• 23:24
  who
• 23:24
  own
• 23:24
  1,
• 23:24
  2,
• 23:25
  3
• 23:25
  campgrounds,
• 23:25
  who
• 23:26
  don't
• 23:26
  have
• 23:27
  the
• 23:27
  staff
• 23:27
  of
• 23:27
  a
• 23:27
  KCN
• 23:28
  or
• 23:28
  a
• 23:28
  Horizon
• 23:29
  Outdoor
• 23:29
  Hospitality.
• 23:30
  And
• 23:30
  so
• 23:31
  obviously,
• 23:31
  there
• 23:31
  are
• 23:31
  strategies
• 23:32
  where,
• 23:32
  like,
• 23:33
  this
• 23:33
  isn't
• 23:33
  something
• 23:33
  that
• 23:34
  you
• 23:34
  have
• 23:34
  to
• 23:34
  do
• 23:34
  a
• 23:34
  ton
• 23:34
  of
• 23:35
  work
• 23:35
  on
• 23:35
  yourself.
• 23:35
  I
• 23:36
  don't
• 23:36
  think,
• 23:36
  Kevin,
• 23:36
  because
• 23:36
  you
• 23:37
  have
• 23:37
  the
• 23:37
  whole
• 23:37
  KOA
• 23:38
  corporate
• 23:38
  team
• 23:38
  behind
• 23:38
  you
• 23:39
  doing
• 23:39
  all
• 23:39
  that
• 23:39
  study
• 23:40
  and
• 23:40
  about
• 23:40
  their
• 23:41
  booking
• 23:41
  engine
• 23:41
  specifically.
• 23:42
  Right.
• 23:42
  The
• 23:42
  user
• 23:42
  experience
• 23:42
  is
• 23:42
  what
• 23:43
  I
• 23:43
  mean.
• 23:43
  But
• 23:44
  how
• 23:44
  do
• 23:44
  you
• 23:44
  balance
• 23:44
  that,
• 23:45
  Kevin,
• 23:45
  coming
• 23:46
  from
• 23:46
  that
• 23:46
  I
• 23:47
  owned
• 23:47
  one
• 23:47
  park
• 23:47
  to
• 23:48
  now,
• 23:48
  I'm
• 23:48
  going
• 23:48
  to
• 23:48
  maybe
• 23:48
  close
• 23:49
  on.
• 23:49
  Well,
• 23:50
  you
• 23:50
  are
• 23:50
  going
• 23:50
  to
• 23:50
  close
• 23:50
  on.
• 23:51
  Hopefully
• 23:51
  we
• 23:51
  won't
• 23:52
  jinx
• 23:52
  it.
• 23:52
  Right.
• 23:52
  We'll
• 23:52
  say
• 23:52
  we're
• 23:53
  confident
• 23:53
  in
• 23:53
  that.
• 23:53
  Nine
• 23:54
  parks.
• 23:55
  Yeah.
• 23:55
  It's,
• 23:56
  you
• 23:56
  know,
• 23:57
  every
• 23:57
  level
• 23:58
  or
• 23:58
  every
• 23:58
  stage
• 23:58
  you're
• 23:58
  at
• 23:59
  is
• 23:59
  it's
• 23:59
  a
• 23:59
  different
• 24:00
  set
• 24:00
  of
• 24:00
  problems
• 24:00
  or
• 24:01
  different
• 24:01
  set
• 24:01
  of
• 24:01
  puzzles
• 24:02
  to
• 24:02
  solve.
• 24:03
  And,
• 24:03
  you
• 24:03
  know,
• 24:03
  I
• 24:03
  used
• 24:04
  to
• 24:04
  think
• 24:04
  when
• 24:05
  I
• 24:05
  had
• 24:05
  one
• 24:06
  park
• 24:06
  and,
• 24:06
  you
• 24:06
  know,
• 24:06
  maybe
• 24:07
  a
• 24:07
  team
• 24:08
  of
• 24:08
  four
• 24:08
  or
• 24:09
  five
• 24:09
  people
• 24:09
  and
• 24:09
  I
• 24:10
  was
• 24:10
  there,
• 24:10
  you
• 24:11
  know,
• 24:11
  most
• 24:12
  of
• 24:12
  the
• 24:12
  time,
• 24:13
  I
• 24:14
  would
• 24:14
  look
• 24:14
  forward
• 24:15
  to
• 24:15
  the
• 24:15
  day
• 24:15
  where
• 24:16
  we
• 24:16
  had
• 24:16
  grown
• 24:17
  and
• 24:17
  scaled
• 24:17
  and
• 24:18
  had
• 24:18
  an
• 24:18
  operations
• 24:19
  team
• 24:19
  that
• 24:19
  handled
• 24:19
  this
• 24:20
  and
• 24:20
  how
• 24:20
  much
• 24:21
  easier
• 24:21
  it
• 24:21
  was
• 24:21
  going
• 24:21
  to
• 24:21
  be
• 24:22
  and
• 24:22
  how
• 24:22
  much
• 24:22
  different.
• 24:23
  And
• 24:23
  it
• 24:24
  really
• 24:24
  doesn't
• 24:24
  take
• 24:24
  that
• 24:25
  long
• 24:25
  once
• 24:26
  you
• 24:26
  get
• 24:26
  to
• 24:27
  that
• 24:27
  next
• 24:27
  level
• 24:27
  where
• 24:28
  you
• 24:28
  are,
• 24:28
  you
• 24:29
  are
• 24:29
  kind
• 24:29
  of
• 24:29
  pulled
• 24:30
  away
• 24:30
  from
• 24:30
  that
• 24:30
  day
• 24:31
  to
• 24:31
  day,
• 24:31
  and
• 24:31
  you're
• 24:31
  not
• 24:31
  the
• 24:32
  one
• 24:32
  that's
• 24:32
  interfacing
• 24:32
  with
• 24:33
  the
• 24:33
  guests
• 24:33
  all
• 24:33
  the
• 24:33
  time
• 24:34
  and
• 24:34
  experiencing
• 24:34
  that.
• 24:35
  And
• 24:36
  now,
• 24:37
  like,
• 24:37
  there
• 24:37
  are
• 24:37
  a
• 24:37
  lot
• 24:37
  of
• 24:37
  times
• 24:38
  where
• 24:38
  I'll
• 24:38
  sit
• 24:38
  back
• 24:38
  and
• 24:39
  say,
• 24:39
  man,
• 24:40
  oh,
• 24:40
  it
• 24:40
  would
• 24:40
  be
• 24:40
  great
• 24:41
  to
• 24:41
  just
• 24:41
  be
• 24:41
  a
• 24:41
  single
• 24:41
  park
• 24:42
  operator
• 24:42
  and
• 24:42
  have
• 24:43
  a
• 24:43
  chance
• 24:43
  to
• 24:43
  be
• 24:43
  behind
• 24:43
  the
• 24:44
  desk
• 24:44
  and
• 24:44
  talk
• 24:44
  to
• 24:44
  people
• 24:45
  and
• 24:45
  be
• 24:45
  a
• 24:45
  part
• 24:45
  of
• 24:46
  that
• 24:46
  experience.
• 24:46
  Experience
• 24:46
  and
• 24:47
  have
• 24:48
  that,
• 24:48
  you
• 24:48
  know,
• 24:49
  first
• 24:49
  person,
• 24:50
  you
• 24:50
  know,
• 24:51
  view
• 24:51
  of
• 24:52
  what's
• 24:52
  actually
• 24:52
  happening.
• 24:53
  Right.
• 24:54
  And
• 24:54
  so
• 24:54
  it
• 24:55
  doesn't
• 24:55
  matter
• 24:55
  where
• 24:56
  you
• 24:56
  are
• 24:56
  on
• 24:56
  that
• 24:56
  journey
• 24:57
  or,
• 24:57
  you
• 24:57
  know,
• 24:57
  if
• 24:57
  you're
• 24:58
  trying
• 24:58
  to
• 24:58
  get
• 24:58
  from
• 24:58
  one
• 24:59
  to
• 24:59
  the
• 24:59
  other.
• 24:59
  It's
• 25:00
  the,
• 25:01
  the,
• 25:01
  the
• 25:01
  process
• 25:02
  you
• 25:02
  have
• 25:02
  to
• 25:02
  go
• 25:02
  through
• 25:03
  is
• 25:03
  very
• 25:03
  similar
• 25:04
  and
• 25:04
  it's
• 25:05
  just
• 25:05
  a
• 25:05
  different
• 25:06
  approach
• 25:06
  to
• 25:06
  it.
• 25:06
  And
• 25:07
  I
• 25:07
  think
• 25:07
  that's
• 25:07
  what's
• 25:07
  important
• 25:08
  is,
• 25:08
  is
• 25:08
  recognizing
• 25:09
  that,
• 25:10
  you
• 25:11
  know,
• 25:11
  you,
• 25:11
  you
• 25:11
  do
• 25:12
  have
• 25:12
  to
• 25:12
  change
• 25:13
  the
• 25:13
  way
• 25:13
  you
• 25:13
  do
• 25:13
  things
• 25:14
  based
• 25:14
  off
• 25:14
  of
• 25:14
  the
• 25:14
  situation
• 25:15
  you're
• 25:15
  in.
• 25:16
  And
• 25:16
  you
• 25:16
  might
• 25:17
  have
• 25:18
  to
• 25:18
  go
• 25:18
  about
• 25:18
  it
• 25:18
  from
• 25:19
  a
• 25:19
  totally
• 25:19
  different
• 25:20
  creative
• 25:20
  way.
• 25:20
  If
• 25:20
  you
• 25:20
  do
• 25:21
  have
• 25:21
  a
• 25:21
  team
• 25:21
  and
• 25:21
  you're
• 25:22
  not
• 25:22
  the
• 25:22
  one
• 25:22
  who's
• 25:22
  doing
• 25:22
  it,
• 25:23
  you
• 25:24
  know,
• 25:24
  and
• 25:25
  learning
• 25:25
  to
• 25:27
  kind
• 25:27
  of
• 25:27
  transition
• 25:28
  your
• 25:29
  viewpoint
• 25:29
  or
• 25:29
  how
• 25:30
  your
• 25:30
  vision
• 25:30
  is
• 25:31
  for
• 25:31
  how
• 25:31
  the
• 25:31
  park
• 25:31
  should
• 25:32
  operate
• 25:32
  to
• 25:33
  the
• 25:33
  teams
• 25:33
  that
• 25:33
  are
• 25:33
  going
• 25:33
  to
• 25:33
  be
• 25:34
  doing
• 25:34
  that,
• 25:34
  it
• 25:34
  could
• 25:34
  be
• 25:34
  two,
• 25:34
  three
• 25:35
  levels
• 25:35
  removed
• 25:35
  from
• 25:36
  you.
• 25:36
  But
• 25:36
  then
• 25:37
  also
• 25:37
  recognizing,
• 25:37
  hey,
• 25:38
  you
• 25:38
  know,
• 25:38
  these
• 25:38
  people
• 25:39
  are
• 25:39
  lifelong
• 25:40
  campers,
• 25:41
  they
• 25:41
  have
• 25:41
  their
• 25:41
  own
• 25:41
  point
• 25:42
  of
• 25:42
  view.
• 25:42
  Let
• 25:42
  me
• 25:44
  rely
• 25:44
  on
• 25:45
  what
• 25:45
  their
• 25:45
  experience
• 25:45
  is
• 25:46
  because
• 25:46
  it
• 25:46
  might
• 25:46
  be
• 25:46
  very
• 25:46
  different
• 25:47
  from
• 25:47
  mine
• 25:47
  and
• 25:47
  they
• 25:48
  might
• 25:48
  connect
• 25:49
  better
• 25:49
  with
• 25:49
  the
• 25:49
  experience
• 25:50
  of
• 25:50
  our,
• 25:51
  of
• 25:51
  our
• 25:51
  guests
• 25:51
  than
• 25:52
  I
• 25:52
  would.
• 25:53
  And
• 25:53
  that
• 25:53
  push
• 25:54
  and
• 25:54
  pull
• 25:54
  is
• 25:54
  always
• 25:55
  something
• 25:55
  that
• 25:55
  you're
• 25:55
  working
• 25:55
  on,
• 25:56
  right?
• 25:56
  I
• 25:56
  mean,
• 25:56
  it
• 25:57
  doesn't
• 25:57
  matter
• 25:57
  what
• 25:57
  business
• 25:57
  you're
• 25:57
  in.
• 25:58
  Like,
• 25:58
  I
• 25:58
  work
• 25:58
  on
• 25:58
  that
• 25:59
  at
• 25:59
  my
• 25:59
  company.
• 26:00
  Like,
• 26:00
  I
• 26:00
  still
• 26:00
  remember,
• 26:01
  like,
• 26:01
  I
• 26:02
  loved
• 26:02
  getting
• 26:02
  on
• 26:03
  the
• 26:03
  phone
• 26:03
  with
• 26:03
  the
• 26:03
  smaller
• 26:04
  operators,
• 26:04
  talking
• 26:05
  back
• 26:05
  like
• 26:05
  2012,
• 26:06
  13,
• 26:07
  when
• 26:07
  we
• 26:07
  just
• 26:08
  did
• 26:08
  review
• 26:08
  responses
• 26:09
  and
• 26:09
  we
• 26:09
  just
• 26:09
  did
• 26:09
  social
• 26:10
  and
• 26:10
  talking
• 26:11
  strategy
• 26:11
  with
• 26:11
  them.
• 26:11
  And
• 26:12
  now
• 26:12
  I
• 26:12
  still
• 26:12
  would
• 26:13
  love
• 26:13
  to
• 26:13
  do
• 26:13
  that,
• 26:13
  but
• 26:13
  it's
• 26:14
  just
• 26:14
  not
• 26:14
  possible
• 26:15
  for
• 26:15
  me
• 26:15
  at
• 26:15
  the
• 26:16
  scope
• 26:16
  and
• 26:16
  scale
• 26:16
  that
• 26:16
  we've
• 26:17
  grown
• 26:17
  to.
• 26:17
  And
• 26:18
  so
• 26:18
  I
• 26:18
  have
• 26:18
  to
• 26:18
  trust
• 26:18
  those
• 26:19
  team
• 26:19
  members,
• 26:19
  but
• 26:19
  also
• 26:20
  have
• 26:20
  to
• 26:20
  still
• 26:20
  make
• 26:21
  sure
• 26:21
  that
• 26:21
  I'm
• 26:21
  hearing
• 26:22
  all
• 26:22
  sides
• 26:22
  of
• 26:22
  the
• 26:22
  story
• 26:23
  so
• 26:23
  that
• 26:23
  we're,
• 26:23
  we're
• 26:23
  providing
• 26:24
  the
• 26:24
  best
• 26:25
  client
• 26:25
  experience
• 26:26
  in
• 26:26
  our
• 26:26
  case,
• 26:26
  but
• 26:26
  same
• 26:27
  thing,
• 26:27
  guest
• 26:27
  experience,
• 26:27
  right?
• 26:28
  Yeah.
• 26:28
  And
• 26:29
  you
• 26:29
  know,
• 26:29
  one
• 26:29
  of
• 26:29
  the
• 26:29
  things
• 26:30
  that
• 26:30
  we're
• 26:30
  doing
• 26:31
  over
• 26:31
  the
• 26:31
  last
• 26:31
  couple
• 26:32
  years,
• 26:32
  we
• 26:32
  started
• 26:32
  doing,
• 26:33
  you
• 26:33
  know,
• 26:33
  a
• 26:34
  KCN
• 26:34
  book
• 26:34
  club
• 26:34
  during
• 26:35
  this
• 26:35
  lower
• 26:35
  part
• 26:35
  of
• 26:35
  the
• 26:36
  year.
• 26:36
  And
• 26:37
  last
• 26:37
  year
• 26:37
  we
• 26:37
  read
• 26:38
  Unreasonable
• 26:38
  Hospitality
• 26:39
  and
• 26:39
  we
• 26:39
  spent
• 26:39
  a
• 26:39
  week
• 26:40
  and
• 26:40
  kind
• 26:41
  of
• 26:41
  everyone
• 26:42
  took
• 26:42
  turns
• 26:42
  from
• 26:42
  our
• 26:42
  managers
• 26:43
  to
• 26:43
  some
• 26:44
  of
• 26:44
  our
• 26:44
  corporate
• 26:44
  team
• 26:45
  and
• 26:45
  presenting
• 26:45
  and
• 26:46
  sharing
• 26:46
  ideas.
• 26:47
  This
• 26:47
  year
• 26:47
  we're
• 26:47
  doing
• 26:48
  fans
• 26:48
  first
• 26:48
  about
• 26:48
  the
• 26:49
  Savannah
• 26:49
  Bananas
• 26:49
  and
• 26:50
  all
• 26:50
  with
• 26:50
  that
• 26:50
  idea
• 26:51
  of
• 26:52
  how
• 26:52
  do
• 26:52
  we
• 26:52
  better
• 26:53
  prepare
• 26:53
  ourselves
• 26:54
  for
• 26:54
  understanding
• 26:55
  the
• 26:55
  guest
• 26:55
  experience,
• 26:56
  what
• 26:56
  the
• 26:56
  touch
• 26:56
  points
• 26:56
  are,
• 26:57
  what
• 26:57
  the
• 26:57
  pain
• 26:57
  points
• 26:58
  are.
• 26:58
  But
• 26:59
  really
• 26:59
  what
• 26:59
  I've
• 26:59
  taken
• 26:59
  away,
• 27:00
  you
• 27:00
  know,
• 27:00
  you
• 27:00
  asked
• 27:00
  this
• 27:01
  question,
• 27:01
  Brian,
• 27:01
  is
• 27:02
  as
• 27:02
  someone
• 27:02
  who's
• 27:02
  kind
• 27:02
  of
• 27:03
  removed
• 27:04
  from
• 27:04
  the
• 27:04
  day
• 27:04
  to
• 27:04
  day
• 27:04
  operations
• 27:05
  of
• 27:05
  the
• 27:05
  parks,
• 27:06
  I
• 27:07
  have
• 27:07
  to
• 27:07
  now
• 27:07
  view
• 27:08
  it
• 27:08
  from
• 27:08
  how
• 27:09
  do
• 27:09
  I
• 27:09
  provide
• 27:09
  that
• 27:10
  experience
• 27:10
  to
• 27:10
  my
• 27:11
  team,
• 27:11
  not
• 27:12
  necessarily
• 27:12
  my
• 27:12
  guests,
• 27:13
  but
• 27:13
  the
• 27:13
  people
• 27:14
  that
• 27:14
  work
• 27:14
  for
• 27:14
  my
• 27:15
  company,
• 27:15
  those
• 27:16
  are
• 27:16
  my
• 27:17
  customers,
• 27:17
  those
• 27:18
  are
• 27:18
  my
• 27:18
  guests.
• 27:19
  And
• 27:19
  if
• 27:19
  I
• 27:19
  can
• 27:19
  create
• 27:20
  that
• 27:20
  culture
• 27:21
  and
• 27:21
  that
• 27:21
  experience
• 27:21
  for
• 27:22
  them,
• 27:22
  they
• 27:23
  will
• 27:23
  then
• 27:24
  turn
• 27:24
  around
• 27:24
  and
• 27:24
  do
• 27:25
  that
• 27:25
  for
• 27:25
  our
• 27:25
  guests
• 27:26
  and
• 27:26
  for
• 27:26
  their
• 27:27
  team
• 27:27
  members
• 27:27
  and
• 27:28
  for
• 27:28
  the
• 27:28
  work
• 27:28
  campers
• 27:29
  at
• 27:30
  each
• 27:30
  of
• 27:30
  our
• 27:30
  individual
• 27:31
  parks.
• 27:31
  So
• 27:31
  it
• 27:31
  really
• 27:31
  filters
• 27:32
  down.
• 27:33
  Yeah,
• 27:34
  that's
• 27:34
  an
• 27:34
  excellent
• 27:35
  point,
• 27:36
  Scott.
• 27:36
  Scott
• 27:36
  touched
• 27:37
  on
• 27:37
  this
• 27:37
  briefly
• 27:38
  about
• 27:38
  you
• 27:38
  know,
• 27:38
  images
• 27:39
  and
• 27:39
  that
• 27:39
  was
• 27:39
  something
• 27:39
  that
• 27:39
  we've
• 27:40
  always
• 27:40
  been
• 27:41
  pretty
• 27:41
  adamant
• 27:42
  about
• 27:42
  to
• 27:42
  the
• 27:43
  point
• 27:43
  where
• 27:43
  I
• 27:43
  think
• 27:43
  for
• 27:43
  a
• 27:43
  couple
• 27:44
  years
• 27:44
  we,
• 27:44
  we
• 27:45
  would
• 27:45
  hire
• 27:45
  photographers
• 27:46
  and
• 27:46
  go
• 27:46
  out
• 27:46
  to
• 27:46
  campgrounds
• 27:47
  and
• 27:47
  take
• 27:47
  pictures
• 27:48
  for
• 27:48
  them.
• 27:48
  I
• 27:48
  remember
• 27:48
  that
• 27:49
  we
• 27:49
  were
• 27:50
  so
• 27:50
  adamant
• 27:50
  about
• 27:51
  you,
• 27:51
  you
• 27:51
  have
• 27:51
  to
• 27:51
  display
• 27:52
  the
• 27:52
  property
• 27:52
  well
• 27:53
  online
• 27:53
  and
• 27:53
  then
• 27:54
  that's
• 27:54
  going
• 27:54
  to
• 27:54
  convert
• 27:54
  online.
• 27:55
  And
• 27:55
  you
• 27:55
  touched
• 27:55
  on
• 27:55
  that.
• 27:55
  Brian,
• 27:56
  as
• 27:56
  far
• 27:56
  as
• 27:56
  on
• 27:56
  a
• 27:56
  conversation
• 27:56
  conversion,
• 27:57
  I
• 27:57
  can't
• 27:58
  speak
• 27:58
  to
• 27:58
  how
• 27:58
  valuable
• 27:59
  that
• 27:59
  is
• 27:59
  to
• 27:59
  track
• 27:59
  that
• 28:00
  and
• 28:00
  understand
• 28:01
  even
• 28:01
  at
• 28:02
  the
• 28:02
  site
• 28:02
  type
• 28:02
  level
• 28:03
  what,
• 28:03
  what
• 28:03
  online
• 28:04
  conversion
• 28:04
  percentage
• 28:06
  that
• 28:06
  that
• 28:06
  is.
• 28:07
  And
• 28:07
  you're
• 28:07
  getting
• 28:07
  it
• 28:08
  in
• 28:08
  the
• 28:08
  averages
• 28:08
  of
• 28:08
  the
• 28:09
  60s
• 28:09
  and
• 28:09
  70s
• 28:09
  and
• 28:10
  you
• 28:10
  have
• 28:10
  many
• 28:10
  parks
• 28:11
  now
• 28:11
  getting
• 28:11
  into
• 28:11
  the
• 28:11
  80s
• 28:12
  and
• 28:12
  90s
• 28:12
  of
• 28:12
  their
• 28:13
  percentages
• 28:14
  of
• 28:14
  their
• 28:14
  reservations
• 28:15
  taken
• 28:15
  online.
• 28:16
  But
• 28:16
  you
• 28:16
  know,
• 28:17
  he's
• 28:17
  touched
• 28:17
  on
• 28:17
  the,
• 28:18
  the
• 28:18
  idea
• 28:18
  of
• 28:18
  an
• 28:19
  image
• 28:19
  and
• 28:19
  one
• 28:19
  thing
• 28:19
  that,
• 28:19
  you
• 28:20
  know,
• 28:20
  we
• 28:20
  do
• 28:20
  kind
• 28:20
  of
• 28:20
  within
• 28:20
  our
• 28:21
  season
• 28:21
  reviews
• 28:21
  is
• 28:22
  as
• 28:22
  often
• 28:22
  as
• 28:22
  we
• 28:22
  can
• 28:22
  with
• 28:23
  parks
• 28:23
  and
• 28:23
  groups
• 28:23
  is
• 28:24
  encourage
• 28:25
  them
• 28:25
  to
• 28:25
  look
• 28:25
  at
• 28:25
  and
• 28:26
  refresh
• 28:26
  their,
• 28:27
  their
• 28:27
  images
• 28:28
  and,
• 28:28
  and
• 28:28
  even
• 28:28
  to
• 28:28
  the
• 28:28
  point
• 28:29
  where
• 28:29
  you're
• 28:30
  looking
• 28:30
  at
• 28:30
  conversion
• 28:31
  of
• 28:31
  whatever
• 28:32
  that
• 28:32
  first
• 28:32
  image
• 28:33
  is
• 28:33
  of
• 28:33
  that
• 28:33
  site
• 28:33
  as
• 28:33
  you're
• 28:34
  scrolling
• 28:34
  through
• 28:34
  those
• 28:35
  again,
• 28:35
  like
• 28:35
  Scott
• 28:36
  said,
• 28:36
  sometimes
• 28:36
  you
• 28:36
  might
• 28:36
  only
• 28:37
  see
• 28:37
  one
• 28:37
  image,
• 28:37
  maybe
• 28:37
  they
• 28:38
  see
• 28:38
  two.
• 28:39
  But
• 28:39
  there's
• 28:39
  images
• 28:40
  that
• 28:40
  are
• 28:40
  going
• 28:40
  to
• 28:40
  grab
• 28:41
  people's
• 28:41
  attentions
• 28:42
  better
• 28:42
  than
• 28:42
  others
• 28:42
  and
• 28:42
  it's
• 28:43
  so
• 28:43
  important
• 28:43
  for
• 28:44
  parks
• 28:44
  to
• 28:44
  know
• 28:44
  which
• 28:45
  ones
• 28:45
  those
• 28:45
  are.
• 28:46
  So
• 28:46
  a
• 28:46
  simple
• 28:47
  post,
• 28:48
  you
• 28:48
  know,
• 28:48
  a
• 28:49
  post
• 28:49
  day
• 28:49
  survey
• 28:50
  that
• 28:50
  said,
• 28:50
  you
• 28:50
  know,
• 28:50
  hey,
• 28:50
  what,
• 28:51
  what
• 28:51
  did
• 28:51
  you
• 28:51
  like
• 28:51
  most
• 28:51
  about
• 28:52
  your
• 28:52
  site?
• 28:52
  And
• 28:53
  if
• 28:53
  they
• 28:53
  keep
• 28:53
  mentioning
• 28:53
  things
• 28:54
  of
• 28:54
  like
• 28:54
  a
• 28:54
  view
• 28:54
  or
• 28:55
  they
• 28:55
  keep
• 28:55
  mentioning
• 28:55
  things
• 28:55
  like
• 28:56
  oh,
• 28:56
  it
• 28:56
  was
• 28:56
  great
• 28:56
  that
• 28:56
  we
• 28:57
  had,
• 28:57
  you
• 28:58
  know,
• 28:58
  two
• 28:58
  beds
• 28:59
  or
• 28:59
  the
• 28:59
  kitchenette
• 29:00
  or
• 29:00
  you
• 29:00
  know,
• 29:00
  whatever
• 29:00
  the
• 29:01
  case
• 29:01
  is,
• 29:01
  it
• 29:01
  was
• 29:01
  great.
• 29:01
  Like
• 29:02
  you'll
• 29:02
  get
• 29:02
  some
• 29:02
  of
• 29:02
  that
• 29:03
  feedback
• 29:03
  and
• 29:03
  then
• 29:03
  use
• 29:04
  that
• 29:04
  feedback
• 29:05
  100%
• 29:06
  as
• 29:06
  those
• 29:06
  stock
• 29:07
  images
• 29:07
  that
• 29:07
  you're
• 29:08
  using
• 29:08
  to,
• 29:09
  to
• 29:09
  display
• 29:09
  those
• 29:10
  properties
• 29:10
  and,
• 29:10
  and
• 29:11
  to
• 29:11
  understand
• 29:12
  what
• 29:12
  it
• 29:13
  is
• 29:13
  that's
• 29:13
  catching
• 29:13
  those
• 29:13
  people's
• 29:14
  attention
• 29:14
  because
• 29:15
  at
• 29:15
  the
• 29:15
  end
• 29:15
  of
• 29:15
  the
• 29:15
  day,
• 29:15
  yeah,
• 29:16
  you
• 29:16
  want
• 29:16
  them
• 29:16
  to
• 29:16
  convert
• 29:17
  online.
• 29:17
  You
• 29:17
  don't
• 29:17
  want
• 29:17
  them
• 29:17
  to
• 29:18
  feel
• 29:18
  the
• 29:18
  need
• 29:18
  to
• 29:18
  call
• 29:19
  and
• 29:19
  ask
• 29:19
  these
• 29:20
  questions
• 29:20
  because
• 29:20
  even
• 29:20
  asking
• 29:21
  questions
• 29:21
  over
• 29:21
  the
• 29:21
  phone
• 29:22
  isn't
• 29:22
  going
• 29:22
  to
• 29:22
  Give
• 29:22
  you
• 29:22
  the
• 29:22
  representation
• 29:23
  of
• 29:23
  the
• 29:23
  site,
• 29:24
  of
• 29:24
  the
• 29:24
  site
• 29:24
  type.
• 29:24
  So
• 29:25
  yeah,
• 29:26
  I
• 29:26
  love
• 29:26
  what
• 29:26
  Scott
• 29:27
  said
• 29:27
  there.
• 29:27
  And
• 29:27
  getting
• 29:28
  as
• 29:28
  granular
• 29:28
  as
• 29:28
  you
• 29:28
  can
• 29:29
  as
• 29:29
  far
• 29:29
  as
• 29:29
  on
• 29:29
  what
• 29:29
  images
• 29:30
  work,
• 29:31
  it's
• 29:31
  incredible
• 29:31
  at
• 29:32
  how
• 29:32
  much
• 29:32
  that
• 29:32
  helps
• 29:33
  convert
• 29:33
  because
• 29:34
  you'll
• 29:34
  see
• 29:34
  a
• 29:34
  20,
• 29:35
  30%
• 29:35
  conversion
• 29:36
  sometimes
• 29:36
  with
• 29:36
  the
• 29:36
  difference
• 29:37
  of
• 29:37
  some
• 29:37
  images.
• 29:39
  And
• 29:40
  just
• 29:40
  to
• 29:41
  add
• 29:41
  really
• 29:41
  quick
• 29:42
  to
• 29:42
  what
• 29:42
  Casey
• 29:42
  said,
• 29:43
  because
• 29:43
  I
• 29:43
  think
• 29:43
  it's
• 29:43
  really
• 29:43
  important
• 29:45
  hospitality
• 29:46
  is
• 29:47
  in.
• 29:47
  I
• 29:48
  mean,
• 29:48
  it's
• 29:48
  many
• 29:48
  things,
• 29:49
  but
• 29:49
  really
• 29:49
  it's
• 29:50
  meeting
• 29:50
  people
• 29:51
  where
• 29:51
  they
• 29:51
  are.
• 29:52
  And
• 29:53
  so
• 29:54
  understand
• 29:55
  from
• 29:55
  your
• 29:55
  guest.
• 29:56
  And
• 29:56
  what
• 29:56
  I
• 29:56
  mean
• 29:56
  by
• 29:56
  that
• 29:56
  is
• 29:57
  understand
• 29:57
  from
• 29:58
  your
• 29:58
  guest
• 29:59
  what
• 29:59
  it
• 29:59
  is
• 29:59
  that
• 29:59
  resonates
• 30:00
  with
• 30:00
  them
• 30:01
  and
• 30:01
  pursue
• 30:02
  that
• 30:03
  naming
• 30:03
  convention.
• 30:04
  Don't
• 30:05
  try
• 30:05
  to
• 30:05
  fit
• 30:05
  them
• 30:05
  into
• 30:06
  a
• 30:06
  box
• 30:07
  of
• 30:07
  what
• 30:07
  like,
• 30:08
  I
• 30:08
  mean,
• 30:08
  I'll
• 30:08
  take
• 30:08
  ownership
• 30:09
  of
• 30:09
  that.
• 30:09
  I
• 30:09
  thought
• 30:09
  it
• 30:09
  was
• 30:10
  a
• 30:10
  really
• 30:10
  cool
• 30:10
  name,
• 30:11
  but
• 30:12
  you
• 30:12
  know,
• 30:12
  what
• 30:13
  is
• 30:13
  it?
• 30:13
  And
• 30:14
  it's
• 30:14
  not
• 30:14
  really
• 30:15
  resonating
• 30:15
  as
• 30:16
  much
• 30:16
  as
• 30:17
  what
• 30:18
  I
• 30:18
  think
• 30:18
  the
• 30:19
  guest
• 30:19
  may
• 30:19
  actually
• 30:21
  be
• 30:21
  looking
• 30:21
  for.
• 30:22
  And
• 30:22
  so
• 30:23
  looking
• 30:24
  into
• 30:24
  that,
• 30:25
  having
• 30:25
  that
• 30:26
  post,
• 30:26
  say,
• 30:27
  survey,
• 30:28
  talking
• 30:29
  face
• 30:29
  to
• 30:29
  face
• 30:29
  with
• 30:29
  your
• 30:30
  guests
• 30:30
  when
• 30:31
  they're
• 30:31
  there,
• 30:31
  if
• 30:31
  you,
• 30:32
  if
• 30:32
  you
• 30:32
  stop
• 30:32
  by
• 30:33
  after
• 30:33
  they've
• 30:33
  checked
• 30:33
  in,
• 30:34
  you
• 30:34
  know,
• 30:34
  really
• 30:35
  just
• 30:35
  understand
• 30:35
  what
• 30:36
  it
• 30:36
  is
• 30:36
  that
• 30:36
  drew
• 30:37
  them
• 30:37
  there.
• 30:37
  I
• 30:37
  think
• 30:37
  that's
• 30:37
  a
• 30:37
  really
• 30:38
  good
• 30:38
  point,
• 30:38
  Casey.
• 30:39
  Just
• 30:39
  meeting
• 30:39
  people
• 30:39
  where
• 30:40
  they
• 30:40
  are,
• 30:40
  don't
• 30:40
  try
• 30:40
  to
• 30:40
  be
• 30:41
  cute,
• 30:41
  don't
• 30:41
  try
• 30:41
  to
• 30:41
  fit
• 30:42
  it
• 30:42
  into
• 30:42
  a
• 30:42
  box.
• 30:43
  Just
• 30:44
  really
• 30:44
  understand
• 30:45
  what's
• 30:46
  going
• 30:46
  to
• 30:47
  relate
• 30:48
  to
• 30:48
  the
• 30:48
  guest.
• 30:49
  Well,
• 30:49
  and
• 30:49
  that
• 30:49
  serves
• 30:50
  another
• 30:50
  purpose
• 30:50
  too,
• 30:50
  right?
• 30:51
  The
• 30:51
  other
• 30:51
  purpose
• 30:52
  that
• 30:52
  serves
• 30:52
  is
• 30:53
  that
• 30:53
  stops
• 30:53
  the
• 30:53
  people
• 30:54
  potentially
• 30:54
  from
• 30:55
  airing
• 30:55
  their
• 30:56
  grievances
• 30:56
  publicly
• 30:57
  where
• 30:57
  other
• 30:57
  people
• 30:57
  can
• 30:58
  see
• 30:58
  it.
• 30:59
  And
• 30:59
  I
• 31:00
  remember
• 31:00
  years
• 31:00
  ago,
• 31:00
  we
• 31:00
  used
• 31:01
  to
• 31:01
  give
• 31:01
  away
• 31:01
  a
• 31:01
  book
• 31:01
  at
• 31:02
  convention.
• 31:02
  We
• 31:02
  were
• 31:02
  just
• 31:02
  doing
• 31:03
  review
• 31:03
  responses
• 31:03
  called
• 31:04
  hug
• 31:04
  your
• 31:04
  haters
• 31:05
  and
• 31:05
  we
• 31:05
  used
• 31:05
  to
• 31:06
  order
• 31:06
  dozens
• 31:07
  of
• 31:07
  copies
• 31:07
  of
• 31:07
  these.
• 31:07
  And
• 31:07
  we
• 31:08
  give
• 31:08
  people
• 31:08
  away
• 31:09
  at
• 31:09
  trade
• 31:09
  show
• 31:10
  booths,
• 31:11
  you
• 31:11
  know,
• 31:11
  for,
• 31:12
  for
• 31:12
  talking
• 31:12
  about
• 31:12
  like
• 31:12
  how
• 31:13
  to
• 31:13
  treat
• 31:13
  your
• 31:13
  guests
• 31:13
  and
• 31:13
  how
• 31:13
  to
• 31:14
  let.
• 31:14
  But,
• 31:14
  but
• 31:14
  big
• 31:15
  portion
• 31:15
  of
• 31:15
  that
• 31:16
  book
• 31:16
  was
• 31:16
  you've
• 31:17
  got
• 31:17
  to
• 31:17
  give.
• 31:17
  Like
• 31:18
  most
• 31:18
  of
• 31:18
  the
• 31:18
  complaints
• 31:18
  that
• 31:18
  come
• 31:18
  online
• 31:19
  are
• 31:19
  because
• 31:19
  they
• 31:19
  couldn't
• 31:20
  get
• 31:20
  ahold
• 31:20
  of
• 31:20
  you.
• 31:20
  They
• 31:20
  emailed
• 31:21
  you,
• 31:21
  they
• 31:21
  didn't
• 31:21
  get
• 31:21
  an
• 31:22
  answer,
• 31:22
  they
• 31:22
  tried
• 31:22
  to
• 31:22
  call
• 31:22
  you,
• 31:23
  they
• 31:23
  didn't
• 31:23
  get
• 31:23
  an
• 31:23
  answer,
• 31:23
  they
• 31:23
  went
• 31:24
  to
• 31:24
  your
• 31:24
  office
• 31:24
  and
• 31:24
  it
• 31:24
  was
• 31:24
  closed
• 31:25
  when
• 31:25
  they
• 31:25
  were
• 31:25
  checking
• 31:25
  out.
• 31:26
  And,
• 31:26
  and
• 31:27
  then
• 31:27
  the
• 31:27
  last
• 31:27
  resort,
• 31:28
  usually,
• 31:28
  and
• 31:29
  certainly
• 31:29
  there
• 31:29
  are
• 31:29
  exceptions
• 31:30
  to
• 31:30
  this,
• 31:30
  they're
• 31:31
  the
• 31:31
  crazy
• 31:31
  people,
• 31:32
  right,
• 31:32
  who
• 31:32
  will
• 31:32
  go
• 31:32
  do
• 31:33
  it
• 31:33
  anyway.
• 31:34
  But
• 31:35
  most
• 31:35
  people,
• 31:36
  if
• 31:36
  you
• 31:37
  answer
• 31:37
  and
• 31:37
  give
• 31:38
  them
• 31:38
  sincere
• 31:39
  consideration
• 31:40
  and
• 31:41
  show
• 31:41
  them
• 31:41
  that
• 31:41
  you're
• 31:41
  listening,
• 31:42
  you
• 31:42
  understand
• 31:42
  their
• 31:42
  perspective,
• 31:43
  even
• 31:43
  if
• 31:43
  you
• 31:43
  don't
• 31:43
  agree
• 31:44
  with
• 31:44
  it
• 31:44
  and
• 31:44
  you're
• 31:44
  willing
• 31:44
  to
• 31:45
  listen
• 31:45
  and
• 31:45
  try
• 31:46
  to
• 31:46
  Correct
• 31:46
  and
• 31:46
  improve
• 31:46
  where
• 31:46
  you
• 31:47
  can.
• 31:47
  That
• 31:48
  serves
• 31:48
  that
• 31:48
  other
• 31:48
  purpose
• 31:49
  too
• 31:49
  of
• 31:49
  guarding
• 31:50
  your
• 31:50
  campground
• 31:50
  against
• 31:51
  potential
• 31:51
  negative
• 31:52
  press
• 31:52
  or
• 31:53
  opinion.
• 31:54
  Yeah.
• 31:54
  I
• 31:55
  will
• 31:55
  say
• 31:55
  though,
• 31:55
  Brian,
• 31:56
  one
• 31:56
  thing
• 31:56
  I've
• 31:56
  noticed,
• 31:57
  I
• 31:57
  feel
• 31:57
  like
• 31:58
  Covid
• 31:58
  just
• 31:58
  lit
• 31:58
  it
• 31:59
  on
• 31:59
  fire.
• 32:00
  Was
• 32:00
  the
• 32:02
  guest
• 32:03
  who
• 32:03
  is
• 32:03
  intent
• 32:04
  on
• 32:06
  that
• 32:07
  refund
• 32:07
  or
• 32:08
  a
• 32:08
  credit.
• 32:09
  And
• 32:09
  you
• 32:09
  can
• 32:09
  kind
• 32:10
  of,
• 32:10
  if
• 32:10
  you're
• 32:10
  on
• 32:10
  the
• 32:11
  front
• 32:11
  lines
• 32:11
  and
• 32:11
  I
• 32:11
  know
• 32:12
  some
• 32:12
  of
• 32:12
  you
• 32:12
  guys
• 32:12
  have
• 32:12
  worked
• 32:12
  your
• 32:13
  way
• 32:13
  off
• 32:13
  of
• 32:13
  it
• 32:13
  and
• 32:13
  it's
• 32:13
  probably
• 32:14
  one
• 32:14
  of
• 32:14
  the
• 32:14
  things
• 32:14
  you
• 32:14
  miss
• 32:15
  on
• 32:15
  the
• 32:15
  touch
• 32:15
  point.
• 32:15
  But
• 32:18
  there's
• 32:18
  just
• 32:18
  a
• 32:18
  percentage
• 32:19
  of
• 32:19
  guests
• 32:19
  that
• 32:19
  are
• 32:20
  really
• 32:20
  aggressive
• 32:21
  about
• 32:21
  it.
• 32:21
  And
• 32:22
  I'm
• 32:22
  sort
• 32:22
  of
• 32:22
  one.
• 32:23
  I
• 32:23
  read
• 32:23
  that
• 32:23
  book.
• 32:23
  He
• 32:24
  gave
• 32:24
  that
• 32:24
  book
• 32:24
  to
• 32:24
  me
• 32:24
  and
• 32:25
  I
• 32:25
  read
• 32:25
  it
• 32:26
  and
• 32:26
  I,
• 32:26
  I
• 32:27
  still
• 32:27
  think
• 32:27
  that,
• 32:27
  you
• 32:28
  know,
• 32:28
  I,
• 32:28
  I
• 32:28
  kind
• 32:28
  of
• 32:28
  blame
• 32:29
  Nordstrom's.
• 32:29
  The
• 32:30
  Nordstrom's
• 32:30
  was,
• 32:31
  was
• 32:31
  the
• 32:31
  originator,
• 32:32
  I
• 32:32
  believe,
• 32:32
  of
• 32:32
  the
• 32:32
  customer
• 32:33
  is
• 32:33
  always
• 32:33
  right
• 32:34
  and
• 32:36
  they're
• 32:36
  not,
• 32:37
  to
• 32:37
  be
• 32:37
  clear,
• 32:39
  who's
• 32:39
  cruel
• 32:39
  to
• 32:39
  your
• 32:40
  team,
• 32:41
  who
• 32:41
  is
• 32:41
  a
• 32:41
  bad
• 32:42
  guest.
• 32:43
  And
• 32:43
  we
• 32:43
  just
• 32:43
  give
• 32:44
  them
• 32:44
  that
• 32:44
  slice
• 32:44
  of
• 32:44
  pizza.
• 32:45
  Right.
• 32:45
  I
• 32:45
  think
• 32:45
  one
• 32:45
  of
• 32:46
  the
• 32:46
  examples
• 32:46
  in
• 32:46
  the
• 32:46
  book,
• 32:46
  if
• 32:47
  I'm
• 32:47
  remembering
• 32:47
  right,
• 32:47
  was
• 32:48
  from
• 32:48
  a
• 32:48
  pizza
• 32:48
  restaurant.
• 32:48
  Just
• 32:49
  give
• 32:49
  them
• 32:49
  a
• 32:49
  free
• 32:49
  pizza.
• 32:49
  Give
• 32:50
  them
• 32:50
  a
• 32:50
  free
• 32:50
  pizza.
• 32:51
  Well,
• 32:51
  we've
• 32:51
  told.
• 32:51
  Taught
• 32:52
  our
• 32:52
  American
• 32:52
  consumers
• 32:53
  that
• 32:53
  they
• 32:54
  just.
• 32:54
  If
• 32:54
  they're
• 32:54
  mean
• 32:55
  enough,
• 32:55
  really,
• 32:56
  let's
• 32:56
  just
• 32:56
  call
• 32:56
  it
• 32:56
  what
• 32:57
  it
• 32:57
  is
• 32:57
  that
• 32:57
  they're
• 32:57
  going
• 32:58
  to
• 32:58
  get
• 32:58
  a
• 32:58
  free
• 32:58
  pizza.
• 32:59
  I
• 33:00
  think
• 33:00
  it's
• 33:00
  a,
• 33:01
  I
• 33:01
  think
• 33:01
  it's.
• 33:02
  If
• 33:02
  your
• 33:02
  facility
• 33:03
  didn't
• 33:03
  let
• 33:03
  them
• 33:03
  down,
• 33:04
  if
• 33:05
  they're
• 33:05
  just
• 33:06
  mean,
• 33:07
  unrealistic.
• 33:08
  I'm
• 33:08
  happy
• 33:08
  because
• 33:09
  it
• 33:09
  rained.
• 33:10
  Right.
• 33:10
  Did
• 33:11
  not
• 33:11
  bother
• 33:12
  to
• 33:12
  research
• 33:12
  or
• 33:13
  make
• 33:13
  sure
• 33:13
  that
• 33:14
  this
• 33:14
  campground,
• 33:14
  even
• 33:14
  the
• 33:15
  most
• 33:15
  basic
• 33:15
  things
• 33:15
  were
• 33:16
  right
• 33:16
  for
• 33:16
  them.
• 33:17
  I
• 33:18
  am
• 33:18
  reluctant
• 33:18
  to
• 33:18
  buy
• 33:19
  into
• 33:19
  that
• 33:19
  mentality.
• 33:20
  And
• 33:20
  I
• 33:20
  think
• 33:20
  we're,
• 33:21
  we're
• 33:21
  just
• 33:21
  perpetuating
• 33:22
  that
• 33:22
  over
• 33:23
  entitled.
• 33:24
  And
• 33:24
  I
• 33:24
  will
• 33:24
  say
• 33:24
  it,
• 33:24
  you
• 33:25
  know,
• 33:25
  often
• 33:25
  it's
• 33:25
  that
• 33:25
  American
• 33:26
  consumer.
• 33:27
  So
• 33:27
  I
• 33:28
  have
• 33:28
  a
• 33:28
  thing.
• 33:28
  You're
• 33:29
  mean
• 33:29
  to
• 33:29
  my
• 33:29
  team.
• 33:30
  You
• 33:30
  know,
• 33:30
  we're
• 33:31
  going
• 33:31
  to
• 33:31
  break
• 33:31
  up
• 33:32
  and
• 33:32
  that's
• 33:33
  it.
• 33:33
  You
• 33:33
  don't
• 33:33
  get
• 33:34
  to
• 33:34
  be
• 33:34
  mean
• 33:34
  to
• 33:34
  my
• 33:34
  team.
• 33:35
  And
• 33:35
  this
• 33:35
  is
• 33:35
  to
• 33:36
  the
• 33:36
  point
• 33:36
  that
• 33:36
  we
• 33:37
  were
• 33:37
  just
• 33:37
  talking
• 33:37
  about.
• 33:38
  My
• 33:38
  job
• 33:38
  is
• 33:38
  to
• 33:38
  take
• 33:39
  care
• 33:39
  of
• 33:39
  my
• 33:39
  team.
• 33:39
  My
• 33:40
  team
• 33:40
  is
• 33:40
  wonderful,
• 33:41
  hospitality
• 33:41
  minded.
• 33:42
  Bend
• 33:42
  over
• 33:42
  backwards.
• 33:43
  I
• 33:43
  know
• 33:43
  British
• 33:43
  has
• 33:44
  had
• 33:44
  some
• 33:44
  great
• 33:44
  conversations
• 33:45
  with
• 33:45
  my
• 33:45
  guys
• 33:45
  at
• 33:45
  the
• 33:45
  RV
• 33:46
  shows.
• 33:46
  Yeah.
• 33:47
  If
• 33:47
  they
• 33:47
  can't
• 33:47
  make
• 33:48
  you
• 33:48
  happy
• 33:48
  and
• 33:49
  you're
• 33:49
  mean
• 33:49
  to
• 33:50
  them,
• 33:50
  we're
• 33:50
  done.
• 33:50
  And
• 33:51
  I'm
• 33:51
  not
• 33:51
  giving
• 33:51
  them
• 33:51
  the
• 33:51
  pizza.
• 33:52
  Brian.
• 33:52
  Just
• 33:52
  so
• 33:52
  you
• 33:52
  know.
• 33:53
  So
• 33:54
  I'm
• 33:54
  not
• 33:54
  necessarily
• 33:55
  advocating
• 33:55
  for
• 33:55
  that.
• 33:56
  Right.
• 33:56
  And
• 33:56
  I
• 33:56
  think
• 33:57
  I
• 33:57
  want
• 33:57
  to
• 33:57
  hear
• 33:57
  from
• 33:57
  some
• 33:57
  of
• 33:58
  the
• 33:58
  operators
• 33:58
  here
• 33:59
  instead
• 33:59
  of
• 33:59
  just
• 33:59
  me
• 34:00
  in
• 34:00
  a
• 34:00
  Second,
• 34:00
  about
• 34:00
  this
• 34:01
  topic,
• 34:02
  but
• 34:02
  I'm
• 34:02
  not
• 34:02
  advocating
• 34:03
  for
• 34:03
  giving
• 34:03
  away
• 34:03
  free
• 34:03
  stuff.
• 34:04
  Like,
• 34:04
  if
• 34:04
  they're
• 34:04
  an.
• 34:05
  Let's
• 34:05
  just
• 34:05
  call
• 34:06
  it
• 34:06
  what
• 34:06
  it
• 34:06
  is,
• 34:06
  right?
• 34:06
  Because
• 34:07
  we're
• 34:07
  not
• 34:07
  censored
• 34:07
  by
• 34:07
  the
• 34:07
  fcc.
• 34:08
  I
• 34:08
  think
• 34:08
  we
• 34:08
  can
• 34:08
  say
• 34:09
  if
• 34:10
  they're
• 34:11
  then
• 34:11
  for
• 34:12
  sure,
• 34:12
  right?
• 34:13
  But
• 34:13
  no,
• 34:13
  you
• 34:13
  can
• 34:14
  still
• 34:14
  have
• 34:14
  that
• 34:14
  initial
• 34:15
  conversation
• 34:15
  with
• 34:16
  them.
• 34:16
  You
• 34:16
  can
• 34:16
  still
• 34:16
  say,
• 34:17
  you
• 34:17
  know,
• 34:18
  try
• 34:18
  to
• 34:18
  solve
• 34:18
  their
• 34:19
  problem,
• 34:19
  because
• 34:19
  at
• 34:19
  the
• 34:19
  very
• 34:20
  least,
• 34:20
  in
• 34:20
  the
• 34:21
  worst
• 34:21
  case
• 34:21
  scenario,
• 34:21
  they
• 34:21
  leave
• 34:22
  you
• 34:22
  a
• 34:22
  one
• 34:22
  star
• 34:22
  review
• 34:23
  and
• 34:23
  scream
• 34:23
  at
• 34:24
  you.
• 34:24
  You
• 34:24
  can
• 34:24
  respond
• 34:25
  and
• 34:25
  say,
• 34:25
  hey,
• 34:26
  Peter,
• 34:26
  we
• 34:26
  tried
• 34:27
  to
• 34:27
  talk
• 34:27
  to
• 34:27
  you.
• 34:27
  We
• 34:27
  had
• 34:27
  a
• 34:27
  conversation
• 34:28
  in
• 34:28
  the
• 34:28
  office.
• 34:28
  We.
• 34:29
  And
• 34:29
  then
• 34:29
  that
• 34:29
  diffuses
• 34:30
  it
• 34:30
  for
• 34:30
  everybody
• 34:30
  else
• 34:31
  who
• 34:31
  reads
• 34:31
  it.
• 34:32
  100
• 34:32
  agree
• 34:33
  with
• 34:33
  that,
• 34:33
  Brian.
• 34:33
  You
• 34:34
  have
• 34:34
  to
• 34:34
  be
• 34:34
  accessible.
• 34:34
  You
• 34:35
  have
• 34:35
  to
• 34:35
  be
• 34:35
  willing
• 34:35
  to
• 34:35
  hear
• 34:35
  them
• 34:36
  out.
• 34:36
  And
• 34:36
  so
• 34:36
  does
• 34:37
  your
• 34:37
  team.
• 34:37
  Because
• 34:38
  when
• 34:38
  we're
• 34:38
  tired
• 34:38
  and
• 34:39
  beat
• 34:39
  up
• 34:39
  after
• 34:40
  a
• 34:40
  long
• 34:40
  weekend
• 34:41
  with
• 34:41
  maybe
• 34:41
  900
• 34:42
  guests
• 34:42
  on
• 34:42
  site,
• 34:43
  sometimes
• 34:44
  the
• 34:44
  last
• 34:44
  thing
• 34:44
  you
• 34:44
  want
• 34:45
  to
• 34:45
  hear
• 34:45
  are
• 34:45
  those
• 34:45
  words.
• 34:45
  You
• 34:46
  know,
• 34:46
  I
• 34:46
  just
• 34:46
  think
• 34:46
  you
• 34:46
  should
• 34:47
  know.
• 34:47
  But
• 34:47
  sometimes
• 34:48
  you
• 34:49
  got
• 34:49
  a
• 34:49
  brace.
• 34:49
  But
• 34:50
  sometimes
• 34:50
  you
• 34:50
  really
• 34:50
  do
• 34:51
  need
• 34:51
  to
• 34:51
  know,
• 34:52
  and
• 34:52
  sometimes
• 34:53
  you
• 34:53
  really
• 34:53
  don't
• 34:53
  and
• 34:53
  you
• 34:53
  want
• 34:54
  to
• 34:54
  slit
• 34:54
  your
• 34:54
  wrists.
• 34:55
  No,
• 34:56
  I
• 34:56
  just
• 34:56
  need
• 34:56
  to
• 34:56
  build
• 34:57
  a
• 34:57
  hospital.
• 34:57
  Somebody
• 34:58
  told
• 34:58
  me
• 34:58
  I
• 34:58
  should
• 34:58
  have
• 34:58
  a
• 34:58
  hospital
• 34:59
  closer
• 34:59
  to
• 34:59
  my
• 34:59
  campgrounds.
• 35:00
  I
• 35:00
  thought
• 35:00
  I
• 35:00
  was
• 35:00
  really
• 35:01
  letting
• 35:01
  the
• 35:01
  guests.
• 35:02
  I
• 35:02
  was
• 35:02
  like,
• 35:02
  are
• 35:02
  you
• 35:02
  really
• 35:03
  suggesting
• 35:03
  it's
• 35:03
  my
• 35:03
  responsibility
• 35:04
  to
• 35:04
  build
• 35:05
  and
• 35:05
  maintain
• 35:05
  medical
• 35:06
  facilities?
• 35:06
  Interesting
• 35:07
  perspective.
• 35:08
  So
• 35:08
  some
• 35:08
  people
• 35:09
  are
• 35:09
  just
• 35:09
  crazy,
• 35:09
  right?
• 35:10
  But
• 35:10
  yes,
• 35:10
  no,
• 35:11
  Brian,
• 35:12
  differentiating
• 35:12
  between
• 35:13
  the
• 35:13
  two.
• 35:13
  And
• 35:14
  I
• 35:14
  think,
• 35:14
  you
• 35:14
  know,
• 35:15
  the
• 35:15
  bigger
• 35:15
  operators
• 35:15
  that
• 35:15
  are
• 35:16
  here
• 35:16
  on
• 35:16
  the
• 35:16
  call
• 35:16
  with
• 35:16
  us
• 35:17
  down
• 35:17
  to
• 35:17
  Britain,
• 35:18
  I
• 35:18
  are
• 35:18
  still
• 35:18
  on
• 35:19
  the
• 35:19
  front
• 35:19
  lines
• 35:19
  and
• 35:19
  maybe
• 35:20
  we'll
• 35:20
  always
• 35:20
  choose
• 35:21
  to
• 35:21
  have
• 35:21
  that
• 35:22
  role.
• 35:23
  Knowing
• 35:24
  the
• 35:24
  difference
• 35:24
  between
• 35:25
  the
• 35:25
  two
• 35:25
  is
• 35:26
  tough
• 35:27
  and
• 35:27
  probably
• 35:28
  the
• 35:28
  biggest
• 35:28
  risk
• 35:29
  of
• 35:29
  burnout
• 35:29
  for
• 35:30
  our
• 35:30
  team
• 35:30
  and
• 35:30
  ourselves.
• 35:31
  I
• 35:31
  talked
• 35:31
  to
• 35:32
  a
• 35:32
  lot
• 35:32
  of
• 35:32
  campground
• 35:33
  owners
• 35:33
  like
• 35:33
  myself
• 35:34
  that
• 35:34
  have
• 35:34
  only
• 35:34
  made
• 35:35
  it
• 35:35
  seven
• 35:35
  or
• 35:35
  eight
• 35:35
  years
• 35:36
  in
• 35:36
  the
• 35:36
  industry
• 35:36
  and
• 35:36
  have
• 35:36
  sold.
• 35:37
  And
• 35:37
  some
• 35:37
  of
• 35:37
  it
• 35:37
  is
• 35:38
  because
• 35:38
  of
• 35:38
  the
• 35:39
  fact
• 35:39
  that
• 35:39
  campgrounds
• 35:40
  are
• 35:40
  so
• 35:40
  valuable
• 35:40
  these
• 35:41
  days.
• 35:41
  And
• 35:41
  there's
• 35:41
  people
• 35:42
  like
• 35:42
  Kevin
• 35:42
  and
• 35:43
  other
• 35:43
  investors
• 35:44
  that
• 35:44
  are
• 35:44
  happy
• 35:45
  to
• 35:46
  reach
• 35:46
  out
• 35:47
  to
• 35:47
  us
• 35:47
  when
• 35:48
  we're
• 35:48
  tired.
• 35:49
  But
• 35:50
  it's
• 35:50
  also
• 35:50
  that
• 35:51
  putting
• 35:51
  yourself
• 35:52
  out
• 35:52
  there
• 35:52
  and
• 35:52
  giving
• 35:53
  100%
• 35:54
  can
• 35:55
  sometimes
• 35:55
  really
• 35:55
  be
• 35:55
  heartbreaking.
• 35:56
  And
• 35:56
  I
• 35:56
  think
• 35:56
  we
• 35:57
  neglect
• 35:57
  that
• 35:57
  conversation
• 35:58
  in
• 35:58
  this
• 35:58
  industry
• 35:59
  a
• 35:59
  little.
• 36:00
  I
• 36:01
  don't
• 36:01
  know
• 36:01
  somebody
• 36:02
  else
• 36:02
  feel
• 36:02
  that
• 36:02
  with
• 36:02
  their
• 36:03
  team
• 36:03
  members
• 36:03
  or
• 36:03
  with
• 36:04
  themselves.
• 36:05
  If
• 36:05
  I
• 36:05
  can
• 36:06
  jump
• 36:06
  in
• 36:06
  real
• 36:06
  quick.
• 36:06
  Yeah,
• 36:07
  go
• 36:07
  ahead,
• 36:07
  Brian.
• 36:08
  One
• 36:08
  thing
• 36:08
  that,
• 36:08
  that
• 36:09
  really
• 36:09
  just
• 36:10
  kind
• 36:10
  of
• 36:10
  popped
• 36:10
  into
• 36:10
  mind,
• 36:10
  in
• 36:11
  my
• 36:11
  mind
• 36:11
  as
• 36:11
  you're
• 36:11
  talking,
• 36:12
  Leela,
• 36:12
  is
• 36:13
  those
• 36:13
  conversations
• 36:14
  are
• 36:14
  hard,
• 36:14
  right?
• 36:14
  I've
• 36:14
  been
• 36:15
  there,
• 36:15
  right?
• 36:15
  I've
• 36:15
  had
• 36:15
  the
• 36:16
  people
• 36:16
  that
• 36:16
  come
• 36:17
  in
• 36:17
  and
• 36:17
  scream
• 36:17
  at
• 36:17
  you.
• 36:18
  And
• 36:18
  we
• 36:18
  kind
• 36:18
  of
• 36:18
  have
• 36:18
  this.
• 36:19
  The
• 36:19
  zero
• 36:19
  tolerance
• 36:20
  policy
• 36:20
  of
• 36:21
  we're
• 36:21
  not
• 36:21
  going
• 36:21
  to
• 36:21
  let
• 36:22
  our
• 36:22
  guests
• 36:22
  abuse
• 36:23
  our.
• 36:23
  Our
• 36:24
  team.
• 36:24
  Right.
• 36:24
  Like
• 36:24
  I
• 36:25
  said
• 36:25
  before,
• 36:26
  my
• 36:26
  main
• 36:26
  responsibility
• 36:27
  is
• 36:27
  to
• 36:27
  take
• 36:28
  care
• 36:28
  of
• 36:28
  my
• 36:28
  team.
• 36:28
  If
• 36:29
  I
• 36:29
  do
• 36:29
  that,
• 36:29
  my
• 36:29
  team
• 36:30
  will
• 36:30
  take
• 36:30
  care
• 36:30
  of
• 36:30
  the
• 36:30
  guests.
• 36:32
  But
• 36:32
  also,
• 36:33
  you
• 36:33
  know,
• 36:33
  I.
• 36:33
  I
• 36:34
  think
• 36:34
  there's
• 36:34
  a
• 36:34
  couple
• 36:34
  things.
• 36:34
  Is
• 36:35
  one,
• 36:35
  each
• 36:35
  situation
• 36:36
  is
• 36:36
  different.
• 36:37
  We
• 36:37
  have
• 36:37
  to
• 36:37
  provide
• 36:38
  some
• 36:39
  kind
• 36:39
  of
• 36:39
  a
• 36:39
  system
• 36:40
  or
• 36:40
  tool
• 36:40
  or
• 36:40
  training
• 36:41
  to
• 36:41
  whoever
• 36:41
  is
• 36:42
  on
• 36:42
  the
• 36:42
  front
• 36:42
  lines
• 36:42
  of,
• 36:43
  you
• 36:43
  know,
• 36:43
  this
• 36:43
  is
• 36:43
  how
• 36:43
  you
• 36:44
  triage
• 36:44
  these
• 36:44
  situations.
• 36:45
  Knowing
• 36:45
  that
• 36:46
  you
• 36:46
  can't
• 36:46
  just
• 36:46
  take
• 36:46
  one
• 36:47
  playbook
• 36:47
  and,
• 36:48
  you
• 36:48
  know,
• 36:49
  it's
• 36:49
  not
• 36:49
  like
• 36:49
  a
• 36:50
  call
• 36:50
  center
• 36:50
  script
• 36:51
  if
• 36:51
  they
• 36:51
  answer
• 36:51
  this.
• 36:52
  Flip
• 36:52
  to
• 36:53
  page
• 36:53
  12
• 36:53
  and
• 36:53
  do
• 36:53
  this.
• 36:54
  Right.
• 36:54
  That's.
• 36:55
  That's
• 36:55
  a
• 36:55
  little
• 36:55
  bit
• 36:55
  too
• 36:56
  prescriptive.
• 36:56
  But
• 36:57
  think
• 36:57
  about
• 36:58
  the
• 36:58
  impact
• 36:58
  of
• 36:58
  what
• 36:59
  your
• 36:59
  example
• 36:59
  was,
• 36:59
  Leela,
• 37:00
  on
• 37:00
  the
• 37:01
  other
• 37:01
  guests
• 37:02
  and
• 37:02
  on
• 37:03
  your
• 37:03
  team,
• 37:03
  where
• 37:04
  if
• 37:04
  someone
• 37:04
  comes
• 37:04
  in
• 37:05
  and
• 37:05
  they
• 37:05
  are
• 37:05
  unfairly,
• 37:07
  verbally
• 37:07
  abusive
• 37:08
  to
• 37:08
  you
• 37:08
  or
• 37:09
  your
• 37:09
  team
• 37:09
  members
• 37:10
  and
• 37:10
  you
• 37:10
  say,
• 37:11
  you
• 37:11
  know
• 37:11
  what,
• 37:11
  we're
• 37:11
  sorry
• 37:12
  that
• 37:12
  we
• 37:12
  couldn't
• 37:12
  make
• 37:13
  your
• 37:13
  stay
• 37:14
  enjoyable,
• 37:15
  but
• 37:15
  I
• 37:15
  think
• 37:15
  it's
• 37:15
  time
• 37:16
  for
• 37:16
  us
• 37:16
  to
• 37:16
  part
• 37:16
  ways.
• 37:17
  We'd
• 37:17
  like
• 37:17
  to
• 37:17
  ask
• 37:17
  you
• 37:17
  to
• 37:18
  leave.
• 37:18
  If
• 37:18
  that
• 37:19
  person
• 37:19
  really
• 37:19
  is
• 37:20
  a
• 37:20
  jerk
• 37:20
  and
• 37:20
  is
• 37:21
  causing
• 37:21
  problems,
• 37:22
  what
• 37:23
  message
• 37:23
  does
• 37:23
  that
• 37:24
  send
• 37:24
  to
• 37:24
  the
• 37:24
  guests
• 37:24
  that
• 37:25
  are
• 37:25
  in
• 37:25
  the
• 37:25
  site
• 37:25
  next
• 37:25
  to
• 37:26
  them
• 37:26
  that
• 37:26
  have
• 37:26
  been
• 37:26
  dealing
• 37:27
  with
• 37:27
  that
• 37:27
  person
• 37:27
  who's
• 37:28
  yelling
• 37:28
  at
• 37:28
  their
• 37:28
  kids
• 37:29
  and
• 37:29
  yelling
• 37:29
  at
• 37:29
  everybody
• 37:30
  and,
• 37:30
  you
• 37:30
  know,
• 37:31
  making
• 37:31
  a
• 37:31
  mess?
• 37:32
  You've
• 37:32
  now
• 37:32
  just
• 37:32
  won
• 37:33
  over
• 37:34
  all
• 37:34
  of
• 37:34
  those
• 37:34
  other
• 37:34
  guests
• 37:35
  who
• 37:35
  are
• 37:35
  going
• 37:35
  to
• 37:35
  want
• 37:35
  to
• 37:36
  come
• 37:36
  back
• 37:37
  because
• 37:37
  they
• 37:37
  recognize
• 37:38
  that
• 37:38
  that's
• 37:38
  the
• 37:39
  experience
• 37:39
  they're
• 37:39
  going
• 37:39
  to
• 37:39
  get
• 37:40
  and
• 37:40
  to
• 37:41
  the
• 37:41
  same
• 37:41
  level
• 37:41
  with
• 37:42
  your
• 37:42
  team.
• 37:43
  If
• 37:43
  they
• 37:44
  recognize
• 37:44
  that
• 37:45
  you
• 37:45
  have
• 37:45
  their
• 37:45
  back
• 37:46
  and
• 37:46
  you're
• 37:46
  not
• 37:46
  going
• 37:46
  to
• 37:46
  put
• 37:47
  up
• 37:47
  with
• 37:47
  that,
• 37:47
  they're
• 37:48
  going
• 37:48
  to
• 37:48
  want
• 37:48
  to
• 37:48
  come
• 37:48
  back
• 37:48
  and
• 37:49
  work
• 37:49
  for
• 37:49
  you.
• 37:50
  And,
• 37:50
  you
• 37:50
  know,
• 37:51
  losing.
• 37:51
  Losing
• 37:52
  a
• 37:52
  bad
• 37:52
  guest
• 37:53
  is
• 37:53
  a
• 37:53
  lot
• 37:54
  better
• 37:55
  than
• 37:55
  losing
• 37:56
  a
• 37:56
  good
• 37:56
  guess
• 37:57
  and
• 37:57
  losing
• 37:57
  multiple
• 37:58
  and
• 37:58
  so.
• 37:58
  Or
• 37:59
  a
• 37:59
  good
• 37:59
  employee.
• 37:59
  Right?
• 38:00
  Yeah,
• 38:00
  exactly.
• 38:01
  You
• 38:02
  know,
• 38:02
  and
• 38:03
  I'm
• 38:03
  not
• 38:03
  suggesting
• 38:04
  in
• 38:04
  any
• 38:04
  way
• 38:04
  that
• 38:05
  those
• 38:05
  conversations
• 38:05
  are
• 38:06
  easy.
• 38:06
  Like
• 38:06
  I
• 38:06
  said,
• 38:07
  I've
• 38:07
  been
• 38:07
  there.
• 38:07
  I've
• 38:07
  done
• 38:07
  it.
• 38:08
  It's
• 38:08
  hard,
• 38:08
  hard,
• 38:08
  and
• 38:09
  it
• 38:09
  is
• 38:09
  draining
• 38:10
  emotionally,
• 38:12
  and
• 38:12
  it's
• 38:12
  really
• 38:13
  difficult
• 38:13
  to
• 38:13
  work
• 38:13
  with.
• 38:13
  But
• 38:14
  it
• 38:14
  is
• 38:14
  important
• 38:14
  to.
• 38:15
  To,
• 38:16
  you
• 38:16
  know,
• 38:17
  feel
• 38:17
  comfortable
• 38:18
  that
• 38:18
  you
• 38:19
  can
• 38:19
  do
• 38:19
  that.
• 38:19
  You
• 38:19
  can
• 38:20
  say
• 38:20
  no.
• 38:21
  Right.
• 38:22
  You
• 38:22
  know,
• 38:22
  because
• 38:23
  you
• 38:23
  can't
• 38:23
  let
• 38:23
  one
• 38:24
  bad
• 38:24
  apple
• 38:24
  ruin
• 38:25
  the
• 38:25
  experience
• 38:25
  for
• 38:25
  everybody
• 38:26
  else.
• 38:27
  And
• 38:27
  it
• 38:27
  is
• 38:27
  like,
• 38:27
  no
• 38:28
  matter
• 38:28
  what
• 38:28
  business
• 38:28
  you're
• 38:28
  running,
• 38:29
  it's
• 38:29
  training,
• 38:29
  like,
• 38:29
  it's
• 38:29
  draining
• 38:30
  emotionally
• 38:30
  for
• 38:30
  me
• 38:30
  in
• 38:31
  two
• 38:31
  different
• 38:31
  ways.
• 38:31
  Right.
• 38:31
  With
• 38:32
  our
• 38:32
  clients,
• 38:33
  it's
• 38:33
  The.
• 38:33
  There's
• 38:34
  the
• 38:34
  flip
• 38:34
  side
• 38:34
  of,
• 38:34
  like,
• 38:35
  I've
• 38:35
  let
• 38:35
  somebody
• 38:36
  down
• 38:36
  because
• 38:37
  I
• 38:37
  didn't
• 38:37
  do
• 38:38
  my
• 38:38
  job
• 38:38
  or
• 38:38
  a
• 38:38
  team
• 38:39
  member
• 38:39
  didn't
• 38:39
  do
• 38:39
  their
• 38:39
  job
• 38:40
  correctly.
• 38:40
  And
• 38:41
  so
• 38:41
  that's
• 38:41
  the
• 38:41
  case
• 38:41
  where,
• 38:42
  like,
• 38:42
  we're
• 38:42
  not
• 38:42
  giving
• 38:43
  you
• 38:43
  the
• 38:43
  free
• 38:43
  pizza
• 38:43
  because
• 38:43
  you're
• 38:44
  angry.
• 38:44
  Like,
• 38:44
  we
• 38:44
  actually
• 38:44
  did
• 38:45
  something
• 38:45
  wrong,
• 38:45
  we
• 38:46
  need
• 38:46
  to
• 38:46
  fix
• 38:46
  it
• 38:46
  and
• 38:46
  all
• 38:47
  that
• 38:47
  kind
• 38:47
  of
• 38:47
  stuff.
• 38:47
  And
• 38:48
  that's
• 38:48
  draining.
• 38:48
  But
• 38:48
  then
• 38:49
  there's
• 38:49
  the
• 38:49
  draining
• 38:49
  from
• 38:49
  the
• 38:49
  perspective
• 38:50
  of,
• 38:50
  like,
• 38:51
  you
• 38:51
  know,
• 38:51
  maybe
• 38:52
  we
• 38:52
  didn't
• 38:52
  do
• 38:52
  anything
• 38:52
  wrong
• 38:53
  and
• 38:53
  you're
• 38:53
  just
• 38:53
  that
• 38:53
  problem
• 38:54
  client
• 38:54
  or
• 38:54
  guest.
• 38:55
  But
• 38:55
  both
• 38:55
  of
• 38:55
  them
• 38:56
  are
• 38:56
  draining
• 38:56
  in
• 38:56
  different
• 38:56
  ways.
• 38:58
  I
• 38:58
  would
• 38:58
  just
• 38:59
  say
• 38:59
  that
• 38:59
  it's.
• 38:59
  The
• 38:59
  guest
• 39:00
  has
• 39:00
  gotten
• 39:00
  to
• 39:00
  be
• 39:00
  very
• 39:01
  demanding.
• 39:01
  One
• 39:02
  example
• 39:02
  I
• 39:02
  will
• 39:03
  give
• 39:03
  and
• 39:03
  then
• 39:03
  please,
• 39:03
  like,
• 39:04
  Brian
• 39:04
  saved
• 39:04
  me
• 39:05
  and
• 39:05
  direct
• 39:05
  us
• 39:05
  somewhere
• 39:06
  else
• 39:06
  to
• 39:06
  positive
• 39:07
  would
• 39:07
  be
• 39:07
  lovely.
• 39:08
  Is
• 39:09
  cancellation
• 39:10
  policies.
• 39:11
  I
• 39:11
  have
• 39:11
  yet
• 39:11
  to.
• 39:12
  I
• 39:12
  mean,
• 39:12
  I
• 39:12
  think
• 39:13
  I
• 39:13
  had
• 39:13
  one
• 39:13
  guest
• 39:13
  last
• 39:13
  year
• 39:14
  is
• 39:14
  like,
• 39:14
  I'm
• 39:14
  canceling.
• 39:15
  I
• 39:15
  know
• 39:15
  I'm
• 39:15
  outside
• 39:16
  of
• 39:16
  the
• 39:16
  cancellation
• 39:16
  policy.
• 39:17
  I
• 39:17
  understand
• 39:17
  that
• 39:17
  I
• 39:18
  will
• 39:18
  not
• 39:18
  be
• 39:18
  getting
• 39:18
  a
• 39:18
  refund.
• 39:19
  I
• 39:19
  think
• 39:19
  I
• 39:19
  had
• 39:19
  one
• 39:19
  person,
• 39:20
  every
• 39:21
  other
• 39:21
  person.
• 39:21
  Despite
• 39:22
  us
• 39:22
  giving
• 39:22
  some
• 39:23
  tools
• 39:23
  to
• 39:23
  our
• 39:23
  front
• 39:23
  desk
• 39:24
  staff,
• 39:25
  some
• 39:25
  technology
• 39:26
  solutions
• 39:27
  has
• 39:27
  tried
• 39:27
  to
• 39:28
  escalate
• 39:28
  it
• 39:28
  all
• 39:28
  the
• 39:28
  way
• 39:28
  up
• 39:29
  to
• 39:29
  me.
• 39:29
  And
• 39:30
  it
• 39:30
  is
• 39:30
  getting.
• 39:31
  I
• 39:31
  don't
• 39:31
  know
• 39:31
  if
• 39:31
  this
• 39:31
  is
• 39:32
  accurate.
• 39:32
  I
• 39:32
  think
• 39:33
  Ojai
• 39:34
  put
• 39:34
  out
• 39:34
  a
• 39:34
  statistic
• 39:35
  that
• 39:35
  20%
• 39:36
  of
• 39:36
  reservations
• 39:37
  are
• 39:37
  now
• 39:37
  canceling
• 39:40
  because
• 39:40
  they're
• 39:41
  booking
• 39:41
  in
• 39:42
  whatever
• 39:42
  their
• 39:43
  circumstances
• 39:43
  have
• 39:43
  changed.
• 39:44
  I
• 39:44
  want
• 39:44
  to
• 39:44
  hear
• 39:44
  some
• 39:44
  data
• 39:45
  on
• 39:45
  that
• 39:45
  in
• 39:45
  a
• 39:45
  second.
• 39:45
  But
• 39:45
  finish.
• 39:46
  Scott
• 39:46
  or
• 39:46
  Kevin,
• 39:46
  if
• 39:47
  you
• 39:47
  have
• 39:47
  anything.
• 39:47
  That's
• 39:47
  one
• 39:48
  that's
• 39:48
  really
• 39:48
  exhausting
• 39:48
  for
• 39:49
  us.
• 39:49
  And
• 39:49
  I
• 39:49
  would
• 39:49
  really.
• 39:50
  I
• 39:50
  know
• 39:50
  it's
• 39:50
  out
• 39:50
  there
• 39:50
  because
• 39:51
  I
• 39:51
  see
• 39:51
  it
• 39:51
  on
• 39:51
  the
• 39:51
  campground
• 39:52
  owner
• 39:52
  forms.
• 39:53
  The
• 39:53
  frustration
• 39:54
  level.
• 39:54
  And
• 39:54
  it's.
• 39:55
  I
• 39:55
  joke
• 39:55
  around
• 39:55
  with.
• 39:56
  The
• 39:56
  only
• 39:56
  way
• 39:56
  to
• 39:56
  make
• 39:56
  the
• 39:56
  guests
• 39:57
  happy
• 39:57
  is
• 39:57
  to
• 39:57
  put
• 39:57
  an
• 39:57
  honor
• 39:58
  box
• 39:58
  at
• 39:58
  our
• 39:58
  exit
• 39:59
  date
• 39:59
  and
• 39:59
  say,
• 39:59
  just
• 39:59
  pay
• 40:00
  us
• 40:00
  after
• 40:00
  your
• 40:01
  stay
• 40:01
  what
• 40:01
  you
• 40:01
  think
• 40:01
  we
• 40:02
  were
• 40:02
  worth.
• 40:08
  Go
• 40:09
  ahead,
• 40:09
  finish,
• 40:09
  please.
• 40:10
  Seeing
• 40:10
  and
• 40:10
  experiencing
• 40:11
  with
• 40:11
  that.
• 40:12
  Because
• 40:13
  if
• 40:13
  we're
• 40:13
  talking
• 40:13
  about
• 40:13
  enhancing
• 40:14
  guest
• 40:14
  experience,
• 40:15
  what
• 40:15
  I'm
• 40:15
  seeing
• 40:15
  is
• 40:15
  the
• 40:16
  guest
• 40:16
  wants
• 40:16
  to
• 40:16
  be
• 40:16
  able
• 40:16
  to
• 40:16
  cancel
• 40:17
  even
• 40:17
  after,
• 40:18
  like,
• 40:19
  say
• 40:19
  they
• 40:19
  were
• 40:19
  supposed
• 40:19
  to
• 40:20
  come
• 40:20
  in
• 40:20
  on
• 40:20
  Friday
• 40:20
  the
• 40:20
  12th.
• 40:21
  On
• 40:22
  Monday
• 40:22
  the
• 40:22
  15th,
• 40:23
  if
• 40:23
  I'm
• 40:23
  doing
• 40:23
  my
• 40:23
  math
• 40:23
  right,
• 40:24
  they
• 40:24
  call
• 40:24
  you
• 40:24
  and
• 40:24
  say,
• 40:24
  sorry,
• 40:24
  I
• 40:25
  couldn't
• 40:25
  make
• 40:25
  it.
• 40:25
  Can
• 40:25
  I
• 40:25
  have
• 40:26
  a
• 40:26
  refund?
• 40:26
  And
• 40:26
  they
• 40:27
  are
• 40:27
  expecting
• 40:27
  it.
• 40:28
  And
• 40:28
  it's
• 40:29
  a
• 40:29
  very
• 40:29
  difficult
• 40:29
  position
• 40:30
  to
• 40:31
  be
• 40:31
  in,
• 40:31
  especially
• 40:32
  if
• 40:32
  it's
• 40:32
  a
• 40:33
  relatively
• 40:33
  good
• 40:33
  guest.
• 40:34
  And
• 40:34
  I'd
• 40:34
  love
• 40:34
  to
• 40:35
  know
• 40:35
  what
• 40:35
  everyone
• 40:35
  is
• 40:35
  seeing
• 40:36
  with
• 40:36
  that.
• 40:37
  Do
• 40:38
  you
• 40:38
  guys
• 40:38
  offer
• 40:38
  Aliyah.
• 40:39
  Do
• 40:39
  you
• 40:39
  guys
• 40:39
  offer
• 40:39
  like
• 40:40
  a.
• 40:40
  Like
• 40:40
  a
• 40:40
  camp
• 40:41
  credit
• 40:41
  versus
• 40:41
  a
• 40:42
  user
• 40:42
  Credit.
• 40:42
  Is
• 40:43
  that
• 40:43
  something
• 40:43
  that
• 40:44
  you
• 40:44
  have
• 40:45
  like
• 40:45
  looked
• 40:45
  at
• 40:45
  in
• 40:45
  terms
• 40:45
  of
• 40:46
  saying,
• 40:46
  last.
• 40:47
  Year
• 40:47
  we
• 40:47
  launched
• 40:47
  a
• 40:48
  product
• 40:48
  that
• 40:48
  we're
• 40:48
  calling.
• 40:49
  We
• 40:49
  just
• 40:49
  made
• 40:50
  it
• 40:50
  up
• 40:50
  ourselves.
• 40:50
  We
• 40:51
  call
• 40:51
  travel.
• 40:51
  Sure.
• 40:52
  So
• 40:52
  the
• 40:52
  guests
• 40:53
  can
• 40:53
  book
• 40:54
  and
• 40:54
  pay
• 40:54
  a
• 40:54
  non
• 40:54
  refundable
• 40:55
  travel
• 40:55
  shirt.
• 40:56
  We
• 40:57
  looked
• 40:57
  at
• 40:57
  different
• 40:58
  insurance
• 40:58
  programs
• 40:59
  and
• 40:59
  I
• 40:59
  was
• 40:59
  very
• 41:00
  discouraged
• 41:00
  by
• 41:00
  the
• 41:00
  number
• 41:00
  of
• 41:01
  loopholes
• 41:01
  that
• 41:01
  the
• 41:02
  insurance
• 41:02
  companies
• 41:02
  had
• 41:03
  provided
• 41:04
  themselves.
• 41:04
  And
• 41:04
  I
• 41:04
  knew
• 41:04
  that
• 41:04
  if
• 41:05
  we
• 41:05
  sold
• 41:05
  somebody
• 41:06
  else's
• 41:06
  insurance
• 41:06
  product
• 41:07
  and
• 41:07
  the
• 41:08
  guest
• 41:08
  didn't
• 41:08
  get
• 41:08
  a
• 41:08
  refund,
• 41:09
  they
• 41:09
  were
• 41:09
  still
• 41:09
  going
• 41:09
  to
• 41:09
  view
• 41:10
  me
• 41:10
  as
• 41:10
  the
• 41:10
  bad
• 41:10
  guy.
• 41:11
  And
• 41:11
  what
• 41:11
  I
• 41:11
  wanted
• 41:11
  was.
• 41:12
  So
• 41:12
  we're
• 41:12
  offering
• 41:13
  a
• 41:13
  program
• 41:14
  where
• 41:14
  if
• 41:14
  you
• 41:14
  paid
• 41:14
  a
• 41:15
  little
• 41:15
  bit
• 41:16
  premium,
• 41:16
  which
• 41:16
  it
• 41:16
  didn't
• 41:17
  add
• 41:17
  on
• 41:17
  because
• 41:17
  that
• 41:18
  card
• 41:18
  is
• 41:18
  not
• 41:18
  refundable,
• 41:19
  you
• 41:19
  can
• 41:20
  cancel
• 41:20
  with
• 41:21
  24
• 41:21
  hours
• 41:22
  notice
• 41:22
  and
• 41:22
  we
• 41:22
  give
• 41:22
  you
• 41:23
  a
• 41:23
  full
• 41:23
  refund
• 41:23
  or
• 41:24
  credit
• 41:24
  if
• 41:24
  you
• 41:24
  choose
• 41:24
  a
• 41:25
  credit.
• 41:26
  And
• 41:26
  yes,
• 41:26
  we
• 41:27
  do
• 41:27
  credits
• 41:27
  a
• 41:27
  lot.
• 41:28
  Casey,
• 41:28
  if.
• 41:29
  Sorry,
• 41:29
  that
• 41:29
  was
• 41:29
  a
• 41:30
  long
• 41:30
  winded
• 41:30
  answer.
• 41:31
  And
• 41:31
  we'll
• 41:31
  hold
• 41:32
  your
• 41:32
  credit
• 41:32
  indefinitely
• 41:33
  if
• 41:33
  you
• 41:33
  want
• 41:33
  to
• 41:33
  let
• 41:34
  me
• 41:34
  have
• 41:34
  your
• 41:34
  money
• 41:34
  interest
• 41:35
  free.
• 41:36
  Right,
• 41:36
  right.
• 41:37
  So
• 41:37
  yeah.
• 41:38
  Just
• 41:38
  curious.
• 41:38
  Yeah.
• 41:38
  Because
• 41:39
  I
• 41:39
  don't
• 41:39
  know
• 41:39
  if
• 41:39
  a
• 41:39
  lot.
• 41:39
  Of
• 41:39
  parks
• 41:40
  utilize
• 41:40
  that
• 41:40
  and
• 41:40
  it's,
• 41:41
  it
• 41:41
  seems
• 41:41
  like
• 41:42
  such
• 41:42
  a,
• 41:43
  it's
• 41:43
  not
• 41:43
  an
• 41:43
  easy
• 41:44
  win
• 41:44
  to
• 41:44
  some
• 41:45
  extent,
• 41:45
  but
• 41:45
  it
• 41:45
  can,
• 41:45
  at
• 41:45
  least
• 41:46
  it
• 41:46
  seems
• 41:46
  like
• 41:46
  it
• 41:46
  can
• 41:47
  calm
• 41:47
  the,
• 41:47
  the
• 41:47
  nerves
• 41:48
  of
• 41:48
  saying,
• 41:48
  look,
• 41:48
  no,
• 41:48
  we
• 41:48
  don't
• 41:49
  have
• 41:49
  a
• 41:49
  refund
• 41:49
  because
• 41:50
  XYZ
• 41:51
  policy
• 41:51
  that
• 41:51
  you
• 41:51
  signed
• 41:52
  and
• 41:52
  agreed
• 41:52
  to.
• 41:53
  However,
• 41:54
  you
• 41:54
  know,
• 41:54
  we'd
• 41:54
  love
• 41:54
  to
• 41:54
  see
• 41:54
  you,
• 41:55
  we'd
• 41:55
  love
• 41:55
  to
• 41:55
  have
• 41:55
  you
• 41:56
  at
• 41:56
  the
• 41:56
  park
• 41:56
  and
• 41:56
  enjoy
• 41:57
  your
• 41:57
  experience
• 41:57
  when,
• 41:58
  when
• 41:58
  the
• 41:58
  time
• 41:58
  it
• 41:58
  makes
• 41:59
  more
• 41:59
  sense.
• 42:00
  I
• 42:00
  would
• 42:00
  say
• 42:01
  about
• 42:01
  half
• 42:01
  of
• 42:01
  them
• 42:02
  are
• 42:02
  not
• 42:02
  happy
• 42:02
  with
• 42:02
  the
• 42:03
  credit.
• 42:03
  Even
• 42:03
  if
• 42:03
  you
• 42:04
  are
• 42:04
  making
• 42:04
  an
• 42:04
  exception
• 42:05
  like
• 42:05
  they
• 42:05
  were
• 42:05
  not
• 42:06
  doing
• 42:06
  credit
• 42:06
  or
• 42:06
  a
• 42:07
  refund
• 42:07
  based
• 42:07
  on
• 42:07
  our
• 42:07
  policy.
• 42:08
  You're
• 42:08
  like,
• 42:09
  we're
• 42:09
  going
• 42:09
  to
• 42:09
  give
• 42:09
  you
• 42:09
  a
• 42:09
  credit.
• 42:09
  And
• 42:10
  hey,
• 42:10
  normally
• 42:10
  it's
• 42:10
  only
• 42:11
  good
• 42:11
  for
• 42:11
  this
• 42:11
  camping
• 42:11
  season,
• 42:12
  but
• 42:12
  we're
• 42:12
  going
• 42:12
  to
• 42:12
  make
• 42:12
  it
• 42:12
  good
• 42:13
  for
• 42:13
  five
• 42:13
  years.
• 42:14
  I
• 42:14
  would
• 42:14
  say
• 42:14
  about
• 42:14
  50%
• 42:15
  are
• 42:15
  still
• 42:16
  not
• 42:16
  happy.
• 42:17
  They
• 42:18
  want.
• 42:19
  And,
• 42:20
  and
• 42:20
  like
• 42:20
  I
• 42:20
  said,
• 42:21
  the,
• 42:21
  the,
• 42:21
  the
• 42:22
  request.
• 42:22
  I
• 42:22
  don't
• 42:22
  know,
• 42:23
  maybe.
• 42:23
  Brit,
• 42:23
  are
• 42:23
  you
• 42:23
  seeing
• 42:24
  that?
• 42:24
  What
• 42:25
  are
• 42:25
  you.
• 42:25
  Britney,
• 42:25
  you've
• 42:25
  been
• 42:27
  to
• 42:27
  get
• 42:27
  you
• 42:27
  in
• 42:27
  here
• 42:28
  yet.
• 42:28
  Is
• 42:28
  it
• 42:28
  because
• 42:29
  of
• 42:29
  our
• 42:29
  proximity
• 42:29
  to
• 42:30
  New
• 42:30
  York
• 42:30
  City
• 42:30
  and
• 42:30
  Boston?
• 42:31
  Brit?
• 42:31
  We
• 42:31
  just
• 42:31
  have
• 42:32
  these
• 42:32
  intense
• 42:32
  people
• 42:33
  that
• 42:33
  come
• 42:33
  in.
• 42:34
  I
• 42:34
  mean,
• 42:34
  I
• 42:34
  don't
• 42:34
  know
• 42:34
  that
• 42:35
  let's
• 42:35
  not
• 42:35
  do
• 42:35
  the
• 42:36
  whole
• 42:36
  like
• 42:36
  big
• 42:37
  city
• 42:37
  slant.
• 42:38
  I
• 42:38
  don't
• 42:38
  know
• 42:38
  if
• 42:38
  that's
• 42:39
  actually
• 42:39
  accurate.
• 42:39
  But
• 42:41
  especially
• 42:41
  last
• 42:41
  summer
• 42:42
  was
• 42:42
  pretty
• 42:43
  dry.
• 42:43
  The
• 42:44
  summer
• 42:44
  before
• 42:44
  that
• 42:45
  was
• 42:45
  so
• 42:45
  wet.
• 42:45
  So
• 42:46
  the
• 42:46
  cancellations
• 42:46
  were
• 42:47
  a
• 42:47
  lot
• 42:48
  because
• 42:48
  of
• 42:48
  the
• 42:48
  weather.
• 42:49
  Last
• 42:49
  season
• 42:50
  was
• 42:50
  dry.
• 42:50
  We
• 42:50
  did
• 42:51
  see
• 42:51
  A
• 42:51
  lot
• 42:52
  of
• 42:52
  cancellations
• 42:53
  and
• 42:53
  people
• 42:53
  who
• 42:53
  would
• 42:54
  escalate.
• 42:54
  Like,
• 42:54
  okay,
• 42:54
  I
• 42:55
  want
• 42:55
  to
• 42:55
  talk
• 42:55
  to
• 42:55
  the
• 42:55
  manager.
• 42:55
  I
• 42:56
  want
• 42:56
  to
• 42:56
  get
• 42:57
  to
• 42:58
  the
• 42:58
  point
• 42:58
  that
• 42:58
  the
• 42:59
  first,
• 42:59
  Once
• 43:00
  I
• 43:00
  get
• 43:00
  them,
• 43:00
  the
• 43:00
  first
• 43:00
  thing
• 43:01
  I
• 43:01
  do
• 43:01
  is
• 43:01
  try
• 43:01
  and
• 43:01
  give
• 43:02
  them
• 43:02
  a
• 43:02
  credit.
• 43:04
  It's
• 43:04
  really.
• 43:05
  Yeah.
• 43:05
  That
• 43:05
  I
• 43:05
  think
• 43:06
  we've
• 43:06
  gotten
• 43:06
  a
• 43:06
  lot
• 43:07
  of
• 43:07
  disgruntled
• 43:08
  people.
• 43:09
  I
• 43:09
  think
• 43:09
  one
• 43:10
  thing
• 43:10
  I
• 43:10
  tell
• 43:10
  a
• 43:11
  lot
• 43:11
  of
• 43:11
  the
• 43:11
  girls
• 43:12
  and
• 43:12
  guys
• 43:12
  in
• 43:12
  the
• 43:13
  staff
• 43:13
  is
• 43:13
  like,
• 43:14
  try
• 43:15
  doing.
• 43:15
  Hey,
• 43:16
  I
• 43:16
  just
• 43:16
  talked
• 43:16
  to
• 43:16
  Brit.
• 43:17
  She
• 43:17
  was
• 43:17
  so
• 43:18
  busy,
• 43:18
  but
• 43:18
  I
• 43:18
  really
• 43:19
  pushed
• 43:19
  for
• 43:19
  you.
• 43:19
  I
• 43:20
  really
• 43:20
  wanted
• 43:20
  to
• 43:20
  help
• 43:20
  you
• 43:20
  out.
• 43:21
  I
• 43:21
  understand.
• 43:22
  Like
• 43:22
  the
• 43:22
  car
• 43:22
  salesman.
• 43:23
  Yeah,
• 43:23
  but
• 43:24
  like,
• 43:24
  but
• 43:24
  like
• 43:24
  more
• 43:25
  so,
• 43:25
  like,
• 43:25
  oh
• 43:25
  man,
• 43:26
  this
• 43:26
  sucks.
• 43:26
  And
• 43:26
  like,
• 43:27
  she's
• 43:27
  usually
• 43:27
  kind
• 43:27
  of
• 43:28
  mean,
• 43:28
  but
• 43:28
  she
• 43:28
  was
• 43:28
  okay
• 43:29
  with
• 43:29
  it
• 43:29
  this
• 43:29
  time.
• 43:30
  Like
• 43:30
  kind
• 43:30
  of
• 43:30
  like
• 43:30
  shift
• 43:31
  lifted
• 43:31
  off
• 43:31
  of
• 43:32
  them
• 43:32
  a
• 43:32
  lot.
• 43:33
  And
• 43:33
  that
• 43:34
  sometimes
• 43:34
  like
• 43:35
  seems
• 43:35
  to
• 43:35
  work
• 43:35
  because
• 43:35
  then
• 43:36
  they'll
• 43:36
  like
• 43:36
  take
• 43:36
  down
• 43:36
  their
• 43:36
  tone.
• 43:37
  Like,
• 43:37
  okay,
• 43:38
  you're.
• 43:39
  I
• 43:39
  was
• 43:40
  gonna
• 43:40
  be
• 43:40
  a
• 43:40
  jerk
• 43:40
  to
• 43:40
  you,
• 43:40
  but
• 43:41
  like,
• 43:41
  you're
• 43:41
  also
• 43:42
  having
• 43:42
  to
• 43:42
  go
• 43:42
  through
• 43:42
  something.
• 43:43
  Not
• 43:44
  always,
• 43:44
  but
• 43:44
  sometimes.
• 43:45
  Do
• 43:46
  we
• 43:46
  wanna,
• 43:46
  like,
• 43:46
  I
• 43:47
  feel
• 43:47
  like
• 43:47
  we
• 43:47
  want
• 43:47
  to
• 43:47
  encourage
• 43:49
  empowering
• 43:50
  of
• 43:50
  employees
• 43:51
  versus
• 43:52
  bullshitting
• 43:52
  of
• 43:53
  employees
• 43:53
  though.
• 43:53
  And
• 43:54
  not
• 43:54
  that
• 43:54
  I'm
• 43:54
  not
• 43:54
  criticizing
• 43:55
  you
• 43:55
  at
• 43:55
  all,
• 43:55
  Brittany,
• 43:55
  I'm
• 43:56
  just
• 43:56
  speaking
• 43:57
  that
• 43:57
  into
• 43:57
  existence.
• 43:58
  Is
• 43:58
  that
• 43:58
  fair
• 43:58
  from
• 43:59
  operators
• 44:00
  on
• 44:00
  this
• 44:00
  call?
• 44:01
  Totally.
• 44:02
  Yeah,
• 44:03
  I
• 44:03
  think.
• 44:04
  Oh,
• 44:04
  sorry.
• 44:04
  Go
• 44:04
  ahead,
• 44:05
  Leva.
• 44:05
  Oh,
• 44:05
  no,
• 44:05
  I'm
• 44:06
  sorry.
• 44:06
  I
• 44:06
  just
• 44:06
  said
• 44:07
  that
• 44:07
  when
• 44:07
  it
• 44:07
  comes
• 44:07
  to.
• 44:07
  I
• 44:08
  always
• 44:08
  want
• 44:08
  my
• 44:08
  front
• 44:08
  desk
• 44:09
  to
• 44:09
  be
• 44:09
  the
• 44:09
  hero
• 44:09
  as
• 44:09
  much
• 44:10
  as
• 44:10
  possible
• 44:11
  and
• 44:11
  I
• 44:11
  want
• 44:11
  to
• 44:12
  be
• 44:12
  the
• 44:12
  bad
• 44:12
  guy
• 44:12
  as
• 44:12
  much
• 44:13
  as
• 44:13
  possible.
• 44:13
  So.
• 44:15
  Because
• 44:15
  I
• 44:15
  don't
• 44:16
  want
• 44:16
  my
• 44:16
  staff
• 44:16
  to
• 44:16
  dread
• 44:17
  picking
• 44:17
  up
• 44:17
  the
• 44:17
  phone.
• 44:18
  So
• 44:18
  I
• 44:19
  always
• 44:19
  want
• 44:19
  them
• 44:19
  to
• 44:19
  be
• 44:20
  able
• 44:20
  to
• 44:20
  be
• 44:21
  happy
• 44:21
  and
• 44:21
  upbeat.
• 44:22
  So
• 44:22
  I
• 44:22
  do
• 44:22
  have
• 44:23
  two
• 44:23
  managers
• 44:23
  other
• 44:23
  than
• 44:24
  myself.
• 44:24
  We
• 44:25
  take
• 44:25
  the.
• 44:25
  No
• 44:25
  calls.
• 44:26
  We
• 44:26
  take
• 44:26
  the
• 44:26
  calls.
• 44:26
  Or
• 44:27
  the
• 44:27
  communications
• 44:27
  where.
• 44:27
  I'm
• 44:28
  sorry,
• 44:28
  no,
• 44:28
  we're
• 44:29
  not
• 44:29
  going
• 44:29
  to
• 44:29
  be
• 44:29
  able
• 44:29
  to
• 44:29
  meet
• 44:30
  your
• 44:30
  needs.
• 44:30
  And
• 44:31
  we
• 44:31
  free
• 44:31
  the
• 44:31
  front
• 44:31
  desk
• 44:32
  from
• 44:32
  that
• 44:32
  because,
• 44:32
  you
• 44:33
  know,
• 44:33
  one,
• 44:33
  the
• 44:33
  front
• 44:33
  desk
• 44:34
  is
• 44:34
  often
• 44:34
  visible
• 44:34
  to
• 44:35
  the
• 44:35
  public
• 44:35
  and
• 44:35
  we
• 44:35
  don't
• 44:35
  really
• 44:36
  want
• 44:36
  our
• 44:36
  next
• 44:36
  guest
• 44:37
  hearing
• 44:38
  that
• 44:38
  one
• 44:38
  sided
• 44:39
  conversation,
• 44:40
  you
• 44:40
  know,
• 44:40
  so
• 44:41
  if
• 44:41
  that
• 44:42
  makes
• 44:42
  sense,
• 44:43
  we
• 44:43
  take
• 44:43
  it
• 44:43
  on
• 44:44
  the
• 44:44
  chin.
• 44:44
  And
• 44:44
  maybe
• 44:44
  it's
• 44:44
  not
• 44:45
  the
• 44:45
  right
• 44:45
  way
• 44:45
  to
• 44:45
  go.
• 44:45
  It's
• 44:45
  just
• 44:46
  what
• 44:46
  we've
• 44:46
  been
• 44:46
  doing
• 44:47
  because
• 44:47
  other.
• 44:47
  And
• 44:48
  we
• 44:48
  keep
• 44:48
  our
• 44:48
  front
• 44:48
  desk.
• 44:49
  What
• 44:49
  we
• 44:49
  were
• 44:49
  finding
• 44:50
  is
• 44:50
  the
• 44:50
  front
• 44:50
  desk
• 44:50
  staff
• 44:51
  was
• 44:51
  getting
• 44:51
  so
• 44:51
  discouraged
• 44:52
  that
• 44:53
  we
• 44:53
  felt
• 44:54
  it
• 44:54
  was
• 44:54
  having
• 44:54
  an
• 44:54
  impact
• 44:55
  on
• 44:55
  them
• 44:55
  coming
• 44:56
  back
• 44:56
  to
• 44:56
  us
• 44:56
  year
• 44:56
  after
• 44:57
  year.
• 44:57
  Well,
• 44:58
  and
• 44:58
  I
• 44:58
  want
• 44:58
  to
• 44:58
  be
• 44:58
  clear,
• 44:58
  Brittany,
• 44:59
  I
• 44:59
  don't
• 44:59
  want
• 44:59
  to
• 44:59
  say.
• 44:59
  I'm
• 44:59
  not
• 45:00
  saying
• 45:00
  that
• 45:00
  you're
• 45:00
  doing
• 45:00
  it
• 45:01
  wrong.
• 45:01
  I
• 45:01
  don't
• 45:01
  have
• 45:01
  the
• 45:02
  right
• 45:02
  to
• 45:02
  Say
• 45:02
  that
• 45:02
  or.
• 45:03
  And
• 45:03
  I
• 45:03
  didn't
• 45:03
  mean
• 45:03
  to
• 45:03
  imply
• 45:04
  that
• 45:04
  if
• 45:04
  that's
• 45:04
  the
• 45:04
  way
• 45:05
  it
• 45:05
  came
• 45:05
  across,
• 45:06
  but
• 45:07
  I
• 45:07
  do
• 45:07
  want
• 45:07
  to
• 45:07
  say,
• 45:08
  like,
• 45:08
  I
• 45:08
  mean,
• 45:08
  I
• 45:08
  think
• 45:09
  part
• 45:10
  of
• 45:10
  that
• 45:10
  is
• 45:10
  the
• 45:10
  staff
• 45:10
  that
• 45:11
  works
• 45:11
  for
• 45:11
  you.
• 45:11
  Right.
• 45:12
  Can
• 45:12
  I
• 45:12
  find
• 45:12
  that
• 45:13
  really
• 45:13
  good
• 45:13
  staff
• 45:13
  members
• 45:14
  who
• 45:14
  I
• 45:14
  can
• 45:14
  trust
• 45:14
  enough
• 45:15
  to
• 45:15
  put
• 45:15
  the
• 45:16
  faith
• 45:16
  in,
• 45:16
  to
• 45:17
  do
• 45:17
  the
• 45:17
  right
• 45:17
  thing
• 45:17
  and
• 45:18
  make
• 45:18
  the
• 45:18
  right
• 45:18
  call,
• 45:18
  which
• 45:19
  is
• 45:19
  very
• 45:19
  hard.
• 45:19
  So
• 45:20
  I
• 45:20
  apologize
• 45:20
  if
• 45:21
  it
• 45:21
  came
• 45:21
  across
• 45:21
  the
• 45:21
  wrong
• 45:21
  way.
• 45:22
  Oh,
• 45:22
  yeah,
• 45:22
  no,
• 45:23
  and
• 45:23
  I
• 45:23
  think
• 45:23
  so.
• 45:24
  Our,
• 45:24
  like,
• 45:24
  a
• 45:25
  lot
• 45:25
  of
• 45:25
  the
• 45:25
  times,
• 45:25
  like,
• 45:25
  the
• 45:26
  staff
• 45:26
  will
• 45:26
  know
• 45:27
  they
• 45:28
  are
• 45:28
  empowered
• 45:28
  in
• 45:29
  a
• 45:29
  way.
• 45:29
  They
• 45:29
  know
• 45:29
  when
• 45:29
  they
• 45:29
  can
• 45:30
  and
• 45:30
  they
• 45:30
  know
• 45:30
  when,
• 45:30
  like,
• 45:32
  okay,
• 45:32
  this
• 45:32
  is
• 45:32
  going
• 45:33
  to.
• 45:33
  Like
• 45:33
  what?
• 45:33
  Like,
• 45:34
  you
• 45:34
  can
• 45:34
  just
• 45:34
  tell
• 45:34
  by
• 45:34
  the
• 45:35
  guest.
• 45:35
  The
• 45:35
  guest
• 45:35
  is
• 45:36
  so
• 45:36
  angry
• 45:37
  or
• 45:37
  they're
• 45:37
  not
• 45:38
  taking
• 45:38
  anything
• 45:38
  for
• 45:38
  an
• 45:39
  answer.
• 45:39
  Allowing
• 45:40
  them
• 45:40
  like,
• 45:40
  kind
• 45:40
  of
• 45:41
  that
• 45:41
  protection
• 45:41
  to
• 45:41
  be
• 45:42
  able
• 45:42
  to
• 45:42
  step
• 45:42
  back
• 45:43
  and
• 45:43
  be
• 45:43
  like.
• 45:43
  And
• 45:44
  shift
• 45:44
  it
• 45:44
  to
• 45:44
  somebody
• 45:45
  else,
• 45:45
  I
• 45:45
  think
• 45:45
  is
• 45:45
  super
• 45:46
  duper
• 45:46
  helpful.
• 45:46
  And
• 45:47
  them
• 45:47
  knowing
• 45:48
  too,
• 45:48
  like,
• 45:48
  okay,
• 45:48
  I'm
• 45:48
  always
• 45:49
  going
• 45:49
  to
• 45:49
  have
• 45:49
  your
• 45:49
  back
• 45:49
  no
• 45:49
  matter
• 45:50
  what.
• 45:50
  And
• 45:50
  I'll
• 45:51
  take
• 45:51
  that
• 45:51
  from
• 45:51
  you
• 45:52
  so
• 45:52
  that,
• 45:52
  like,
• 45:53
  you're
• 45:53
  just
• 45:53
  not
• 45:53
  inundated
• 45:54
  with,
• 45:54
  like,
• 45:55
  angry
• 45:55
  people.
• 45:57
  I
• 45:57
  want
• 45:57
  to
• 45:57
  circle
• 45:57
  back
• 45:58
  to
• 45:58
  this
• 45:58
  20%
• 45:59
  number.
• 45:59
  Is
• 45:59
  there
• 45:59
  any
• 45:59
  data
• 46:00
  that
• 46:00
  shows
• 46:00
  that
• 46:00
  this
• 46:01
  is
• 46:01
  true?
• 46:02
  I'm
• 46:02
  putting
• 46:03
  it.
• 46:03
  I
• 46:03
  threw
• 46:03
  something
• 46:04
  out
• 46:04
  to
• 46:04
  our
• 46:04
  Insights
• 46:05
  Channel.
• 46:05
  See
• 46:05
  if
• 46:05
  my
• 46:06
  data
• 46:06
  team
• 46:06
  can
• 46:06
  get
• 46:06
  us,
• 46:07
  get
• 46:07
  us
• 46:07
  some
• 46:07
  information
• 46:08
  here
• 46:08
  in
• 46:08
  the
• 46:08
  next.
• 46:09
  Because
• 46:10
  I'm
• 46:10
  just
• 46:10
  curious,
• 46:10
  like,
• 46:11
  I
• 46:11
  feel
• 46:11
  like,
• 46:11
  I
• 46:11
  mean,
• 46:11
  I
• 46:12
  understand.
• 46:12
  I
• 46:12
  don't
• 46:13
  understand
• 46:13
  that's.
• 46:14
  That's
• 46:14
  wrong.
• 46:14
  That's
• 46:14
  a
• 46:14
  lie.
• 46:15
  Because
• 46:15
  I
• 46:15
  don't
• 46:15
  own
• 46:15
  a
• 46:15
  campground.
• 46:16
  Right.
• 46:18
  I
• 46:18
  feel
• 46:19
  like
• 46:19
  I
• 46:19
  understand
• 46:20
  the
• 46:20
  perception
• 46:21
  that
• 46:22
  there's
• 46:22
  a
• 46:23
  lot
• 46:23
  of
• 46:23
  these
• 46:23
  people
• 46:24
  out
• 46:24
  here
• 46:24
  who
• 46:24
  are
• 46:24
  angry
• 46:25
  and
• 46:25
  irrational
• 46:26
  and.
• 46:26
  But
• 46:27
  I
• 46:27
  don't,
• 46:27
  I
• 46:28
  don't
• 46:28
  know.
• 46:28
  I
• 46:28
  want
• 46:29
  to
• 46:29
  not
• 46:29
  believe
• 46:29
  that
• 46:29
  they're
• 46:30
  as
• 46:30
  many
• 46:30
  as
• 46:31
  people
• 46:31
  think
• 46:31
  they
• 46:31
  are
• 46:32
  in
• 46:32
  the
• 46:32
  Facebook
• 46:32
  groups.
• 46:33
  Does
• 46:33
  that
• 46:33
  make
• 46:33
  sense?
• 46:34
  They
• 46:34
  are
• 46:34
  the
• 46:34
  loudest.
• 46:35
  Yeah.
• 46:36
  So
• 46:37
  that
• 46:37
  creates
• 46:38
  an
• 46:38
  exaggeration
• 46:39
  of
• 46:40
  the
• 46:40
  size
• 46:41
  of
• 46:41
  that
• 46:42
  group
• 46:42
  of
• 46:42
  people.
• 46:44
  And,
• 46:45
  you
• 46:45
  know,
• 46:45
  it's.
• 46:46
  It's
• 46:46
  the
• 46:47
  squeaky
• 46:47
  wheel
• 46:47
  that
• 46:48
  gets
• 46:48
  the
• 46:48
  grease.
• 46:48
  Right.
• 46:48
  You're
• 46:49
  always
• 46:49
  going
• 46:49
  to
• 46:49
  fight
• 46:49
  the
• 46:49
  biggest
• 46:50
  fire.
• 46:50
  And,
• 46:50
  you
• 46:51
  know,
• 46:51
  I,
• 46:51
  I
• 46:51
  think
• 46:52
  for,
• 46:52
  for
• 46:52
  us
• 46:52
  at
• 46:53
  least,
• 46:53
  and
• 46:53
  I'm
• 46:53
  not
• 46:53
  telling
• 46:53
  anybody
• 46:54
  else
• 46:54
  how
• 46:54
  to
• 46:54
  do
• 46:54
  this,
• 46:55
  I
• 46:55
  think
• 46:55
  there's
• 46:56
  kind
• 46:56
  of
• 46:56
  this
• 46:56
  level
• 46:57
  setting
• 46:57
  expectation
• 46:58
  of
• 46:58
  what's
• 46:58
  realistic.
• 46:59
  Is
• 46:59
  a,
• 47:00
  you
• 47:00
  know,
• 47:00
  0%
• 47:01
  cancellations
• 47:02
  a
• 47:02
  realistic
• 47:03
  goal?
• 47:03
  If
• 47:04
  it's
• 47:04
  not,
• 47:05
  you
• 47:05
  know,
• 47:05
  do
• 47:05
  we
• 47:05
  want
• 47:06
  to
• 47:06
  set,
• 47:07
  you
• 47:07
  know,
• 47:07
  is
• 47:07
  it
• 47:08
  5%,
• 47:08
  is
• 47:08
  it
• 47:08
  10%,
• 47:09
  is
• 47:09
  it
• 47:09
  20,
• 47:09
  whatever
• 47:10
  that
• 47:10
  number
• 47:10
  is,
• 47:10
  I
• 47:10
  think
• 47:11
  it's
• 47:11
  important
• 47:11
  to
• 47:11
  monitor
• 47:12
  that
• 47:12
  and
• 47:12
  understand
• 47:13
  to
• 47:13
  me
• 47:13
  the
• 47:13
  trend
• 47:14
  is
• 47:15
  more
• 47:15
  important
• 47:15
  than
• 47:15
  what
• 47:16
  that
• 47:16
  specific
• 47:16
  number
• 47:17
  is,
• 47:17
  because
• 47:17
  a
• 47:17
  lot
• 47:17
  of
• 47:17
  that's
• 47:18
  outside
• 47:18
  of
• 47:18
  our
• 47:18
  control.
• 47:19
  And
• 47:20
  we
• 47:20
  can
• 47:20
  choose
• 47:21
  to
• 47:21
  focus
• 47:22
  on
• 47:23
  the
• 47:23
  minority
• 47:24
  percentage
• 47:25
  of
• 47:25
  our
• 47:25
  guests
• 47:25
  that
• 47:25
  are
• 47:26
  the
• 47:26
  loudest,
• 47:27
  that
• 47:27
  are,
• 47:28
  you
• 47:28
  know,
• 47:28
  the
• 47:28
  most,
• 47:29
  you
• 47:30
  know,
• 47:30
  detrimental
• 47:31
  in
• 47:31
  the
• 47:31
  way
• 47:31
  they
• 47:31
  talk
• 47:31
  about
• 47:32
  us
• 47:32
  and
• 47:32
  reviews.
• 47:33
  And
• 47:33
  Brian,
• 47:33
  you
• 47:33
  talked
• 47:34
  about
• 47:34
  ways
• 47:34
  that
• 47:34
  you
• 47:35
  can
• 47:35
  dress,
• 47:35
  that
• 47:35
  there's
• 47:36
  address,
• 47:36
  that
• 47:36
  there's
• 47:36
  mitigation
• 47:37
  that
• 47:37
  you
• 47:37
  can
• 47:38
  do
• 47:38
  with
• 47:38
  reviews
• 47:38
  and
• 47:38
  how
• 47:39
  you
• 47:39
  handle
• 47:39
  that,
• 47:40
  or
• 47:41
  do.
• 47:42
  Do
• 47:42
  you
• 47:43
  spend
• 47:43
  time,
• 47:43
  effort,
• 47:44
  resources
• 47:45
  focusing
• 47:46
  on
• 47:46
  how
• 47:46
  do
• 47:47
  you
• 47:47
  improve
• 47:47
  the
• 47:47
  experience
• 47:47
  for
• 47:48
  everybody
• 47:48
  else
• 47:48
  who's
• 47:49
  going
• 47:49
  to
• 47:49
  be
• 47:49
  there,
• 47:49
  who's
• 47:50
  going
• 47:50
  to
• 47:50
  come
• 47:50
  back,
• 47:51
  who's
• 47:51
  going
• 47:51
  to
• 47:51
  tell
• 47:51
  their
• 47:52
  friends,
• 47:52
  and
• 47:52
  who's
• 47:52
  going
• 47:53
  to
• 47:53
  talk
• 47:53
  about
• 47:53
  you
• 47:53
  online
• 47:54
  in
• 47:54
  a
• 47:54
  way
• 47:54
  that's
• 47:55
  going.
• 47:55
  Going
• 47:55
  to
• 47:55
  draw
• 47:55
  more
• 47:56
  people.
• 47:56
  And
• 47:56
  I'm
• 47:57
  not
• 47:57
  suggesting
• 47:57
  that
• 47:57
  cancellation
• 47:58
  isn't
• 47:58
  an
• 47:58
  important
• 47:59
  thing.
• 47:59
  That
• 47:59
  is
• 47:59
  a
• 47:59
  very
• 48:00
  polarizing
• 48:00
  topic,
• 48:01
  something
• 48:02
  that,
• 48:02
  at
• 48:02
  least
• 48:02
  within
• 48:02
  the
• 48:02
  KOA
• 48:03
  world,
• 48:03
  we've
• 48:04
  been
• 48:04
  talking
• 48:04
  about
• 48:04
  a
• 48:04
  lot
• 48:05
  lately,
• 48:05
  revisiting
• 48:05
  those
• 48:06
  policies
• 48:07
  and
• 48:08
  guidelines
• 48:08
  and
• 48:08
  how
• 48:08
  we're
• 48:09
  going
• 48:09
  to
• 48:09
  implement
• 48:09
  that.
• 48:10
  And,
• 48:10
  you
• 48:10
  know,
• 48:10
  how
• 48:10
  do
• 48:11
  you
• 48:11
  have
• 48:11
  opportunity
• 48:11
  to
• 48:12
  be
• 48:12
  flexible
• 48:12
  and
• 48:12
  empower
• 48:13
  your
• 48:13
  team,
• 48:13
  like
• 48:14
  you
• 48:14
  were
• 48:14
  saying,
• 48:14
  Brian,
• 48:15
  to
• 48:15
  make
• 48:15
  exceptions?
• 48:16
  Does
• 48:16
  that
• 48:17
  make
• 48:17
  sense?
• 48:18
  From
• 48:19
  our
• 48:19
  portfolio,
• 48:19
  I
• 48:20
  don't
• 48:20
  have
• 48:20
  the
• 48:20
  number.
• 48:20
  It's
• 48:21
  definitely
• 48:21
  well
• 48:22
  below
• 48:22
  20%,
• 48:24
  but
• 48:24
  that
• 48:24
  doesn't
• 48:25
  mean
• 48:25
  that
• 48:25
  it's
• 48:25
  not
• 48:26
  changing.
• 48:26
  And
• 48:26
  I
• 48:26
  think
• 48:26
  that's
• 48:27
  what's
• 48:27
  important
• 48:27
  is
• 48:28
  if
• 48:28
  we've
• 48:28
  been
• 48:28
  at,
• 48:29
  you
• 48:29
  know,
• 48:29
  1
• 48:29
  to
• 48:30
  5
• 48:30
  to
• 48:30
  10%
• 48:31
  for
• 48:32
  five
• 48:32
  years
• 48:32
  and
• 48:33
  then
• 48:33
  all
• 48:33
  of
• 48:33
  a
• 48:33
  sudden
• 48:33
  it
• 48:34
  jumps
• 48:34
  to
• 48:34
  20%.
• 48:35
  To
• 48:35
  me,
• 48:35
  that
• 48:35
  says
• 48:36
  there's
• 48:36
  something
• 48:37
  going
• 48:37
  on
• 48:37
  within
• 48:38
  the
• 48:38
  park
• 48:39
  with
• 48:39
  the
• 48:39
  way
• 48:39
  that
• 48:40
  we're
• 48:40
  operating,
• 48:41
  with
• 48:41
  all
• 48:41
  the
• 48:41
  touch
• 48:42
  points,
• 48:42
  with
• 48:42
  the
• 48:42
  guest
• 48:43
  experience.
• 48:43
  That's
• 48:44
  what
• 48:44
  we
• 48:44
  need
• 48:44
  to
• 48:44
  focus
• 48:45
  on
• 48:45
  fixing.
• 48:45
  If
• 48:45
  we
• 48:46
  can,
• 48:46
  if
• 48:46
  we
• 48:47
  can
• 48:47
  deliver
• 48:47
  on
• 48:48
  that,
• 48:48
  then,
• 48:49
  you
• 48:50
  know,
• 48:50
  it's.
• 48:50
  It's
• 48:51
  hyper
• 48:51
  focusing
• 48:52
  on
• 48:52
  the
• 48:53
  actions
• 48:53
  and
• 48:53
  the
• 48:53
  habits
• 48:54
  and
• 48:54
  not
• 48:54
  the
• 48:54
  result
• 48:55
  or
• 48:55
  the
• 48:55
  outcome,
• 48:55
  because
• 48:56
  that
• 48:56
  will
• 48:56
  come
• 48:56
  depending
• 48:57
  on
• 48:57
  where
• 48:57
  you
• 48:57
  focus
• 48:58
  your
• 48:58
  time
• 48:58
  and
• 48:58
  your
• 48:58
  resources.
• 48:59
  And
• 49:00
  those
• 49:00
  polarizing
• 49:01
  discussions
• 49:01
  I
• 49:01
  think
• 49:01
  need
• 49:02
  to
• 49:02
  be
• 49:02
  had
• 49:02
  once
• 49:03
  in
• 49:03
  a
• 49:03
  while,
• 49:03
  right?
• 49:03
  Like,
• 49:03
  I'd
• 49:04
  rather
• 49:04
  have
• 49:04
  people
• 49:04
  be
• 49:04
  mad
• 49:05
  at
• 49:05
  me
• 49:05
  for
• 49:05
  having
• 49:05
  a
• 49:05
  polarized
• 49:06
  discussion
• 49:06
  than
• 49:06
  be
• 49:06
  mad
• 49:06
  at
• 49:06
  your
• 49:07
  guest.
• 49:07
  But
• 49:08
  we
• 49:08
  need
• 49:08
  to
• 49:08
  figure
• 49:08
  out
• 49:09
  those
• 49:09
  things.
• 49:10
  And
• 49:10
  I
• 49:10
  think
• 49:10
  part
• 49:10
  of
• 49:11
  that
• 49:11
  is
• 49:11
  setting
• 49:11
  your
• 49:11
  goal.
• 49:11
  I
• 49:12
  think
• 49:12
  that's
• 49:12
  a
• 49:12
  good
• 49:12
  metric,
• 49:13
  right?
• 49:13
  Like,
• 49:13
  define
• 49:14
  what
• 49:14
  you're
• 49:14
  and
• 49:14
  make
• 49:15
  it
• 49:15
  realistic.
• 49:16
  You
• 49:16
  know,
• 49:16
  it
• 49:16
  can't
• 49:16
  be
• 49:16
  0%,
• 49:18
  but
• 49:19
  5,
• 49:19
  10,
• 49:19
  whatever
• 49:20
  that
• 49:20
  number
• 49:20
  is.
• 49:20
  I'm
• 49:20
  not
• 49:20
  an
• 49:21
  operator,
• 49:21
  so
• 49:21
  I
• 49:21
  can't
• 49:21
  make
• 49:22
  up
• 49:22
  something.
• 49:22
  But
• 49:23
  then
• 49:23
  try
• 49:23
  to
• 49:23
  hit
• 49:23
  that
• 49:24
  goal
• 49:24
  and
• 49:24
  recognize
• 49:25
  that,
• 49:25
  like
• 49:25
  you
• 49:25
  said,
• 49:26
  Kevin,
• 49:26
  there's
• 49:26
  all
• 49:26
  kinds
• 49:26
  of
• 49:27
  things
• 49:27
  that
• 49:27
  go
• 49:27
  into
• 49:27
  the
• 49:27
  cancellation
• 49:28
  factors.
• 49:29
  Some
• 49:29
  you
• 49:30
  can't
• 49:30
  control,
• 49:30
  like
• 49:30
  the
• 49:31
  weather,
• 49:31
  like,
• 49:32
  Casey,
• 49:32
  can
• 49:32
  we
• 49:32
  put
• 49:32
  a
• 49:33
  message
• 49:33
  that
• 49:33
  says,
• 49:33
  hey,
• 49:34
  are
• 49:34
  you
• 49:34
  sure
• 49:34
  you
• 49:34
  want
• 49:34
  to
• 49:34
  come?
• 49:35
  It's
• 49:35
  pretty
• 49:35
  shitty
• 49:35
  here
• 49:36
  this
• 49:36
  weekend.
• 49:36
  Are
• 49:37
  you
• 49:37
  positive
• 49:37
  you
• 49:37
  want
• 49:37
  to
• 49:37
  click
• 49:38
  the
• 49:38
  book
• 49:38
  button
• 49:38
  and
• 49:39
  then
• 49:39
  the
• 49:39
  cancellation
• 49:39
  numbers
• 49:40
  go
• 49:40
  down?
• 49:40
  Right.
• 49:41
  We
• 49:41
  did
• 49:41
  put
• 49:41
  a
• 49:42
  sensible
• 49:42
  weather
• 49:43
  option
• 49:43
  there
• 49:44
  that
• 49:44
  you
• 49:44
  can
• 49:45
  pay
• 49:45
  to
• 49:45
  if
• 49:45
  it
• 49:45
  does.
• 49:46
  Yeah,
• 49:47
  but
• 49:47
  like,
• 49:47
  if
• 49:47
  you
• 49:47
  understand
• 49:48
  what
• 49:48
  I'm
• 49:48
  saying.
• 49:48
  Right.
• 49:48
  Like
• 49:49
  maybe
• 49:49
  we're
• 49:49
  just
• 49:49
  not
• 49:50
  communicating
• 49:51
  the
• 49:51
  different
• 49:51
  things
• 49:52
  to
• 49:52
  the
• 49:52
  guest
• 49:53
  well
• 49:53
  enough.
• 49:54
  Not
• 49:54
  just
• 49:54
  on
• 49:55
  the
• 49:55
  booking
• 49:55
  engine,
• 49:55
  of
• 49:55
  course,
• 49:56
  but
• 49:56
  on
• 49:56
  our
• 49:56
  websites
• 49:57
  and
• 49:57
  setting
• 49:57
  proper
• 49:57
  expectations.
• 49:59
  And
• 49:59
  maybe
• 49:59
  that
• 49:59
  only
• 50:00
  shaves
• 50:00
  2%
• 50:01
  off
• 50:01
  or
• 50:01
  5%
• 50:02
  or
• 50:03
  half
• 50:03
  a
• 50:03
  percentage,
• 50:04
  but
• 50:04
  it
• 50:04
  helps.
• 50:05
  Yeah,
• 50:06
  I
• 50:06
  think
• 50:07
  I
• 50:07
  hit
• 50:07
  the
• 50:07
  nail
• 50:07
  on
• 50:07
  the
• 50:07
  head.
• 50:08
  I
• 50:08
  think
• 50:08
  there's,
• 50:09
  there's
• 50:09
  bad
• 50:09
  customers.
• 50:11
  For
• 50:11
  sure
• 50:12
  there
• 50:12
  is.
• 50:12
  I
• 50:12
  just
• 50:12
  don't
• 50:12
  think
• 50:13
  there
• 50:13
  are
• 50:13
  as
• 50:13
  many
• 50:13
  as
• 50:13
  we
• 50:14
  think
• 50:14
  there
• 50:14
  are.
• 50:14
  Yeah.
• 50:16
  And
• 50:16
  I
• 50:16
  think
• 50:16
  we,
• 50:17
  we
• 50:17
  also
• 50:17
  need
• 50:17
  to
• 50:18
  remember
• 50:18
  too,
• 50:18
  the
• 50:19
  industry
• 50:19
  is,
• 50:19
  is
• 50:20
  different
• 50:20
  than
• 50:21
  it
• 50:21
  was
• 50:22
  in
• 50:22
  terms
• 50:22
  of
• 50:22
  demand
• 50:23
  than
• 50:24
  a
• 50:24
  couple
• 50:24
  of
• 50:24
  years
• 50:25
  ago.
• 50:25
  And
• 50:26
  I'm
• 50:27
  just
• 50:27
  speaking
• 50:27
  from
• 50:27
  my
• 50:28
  experience.
• 50:28
  I'm
• 50:29
  seeing
• 50:29
  many
• 50:30
  operators
• 50:30
  that
• 50:32
  also,
• 50:32
  I
• 50:33
  think,
• 50:33
  haven't
• 50:33
  realized
• 50:34
  that
• 50:35
  we
• 50:35
  do
• 50:35
  need
• 50:35
  to
• 50:35
  bake
• 50:36
  in
• 50:36
  more
• 50:36
  flexibility
• 50:37
  into
• 50:37
  policies
• 50:38
  today
• 50:38
  than
• 50:39
  where
• 50:39
  we
• 50:40
  were,
• 50:40
  you
• 50:41
  know,
• 50:41
  just
• 50:41
  a
• 50:41
  couple
• 50:42
  of
• 50:42
  years
• 50:42
  ago.
• 50:42
  And
• 50:43
  I
• 50:43
  think
• 50:43
  that,
• 50:44
  you
• 50:44
  know,
• 50:45
  I'm,
• 50:45
  I'm
• 50:45
  involved,
• 50:46
  I
• 50:46
  was
• 50:46
  a
• 50:46
  full
• 50:46
  time
• 50:47
  RVer
• 50:47
  and
• 50:47
  I'm
• 50:47
  involved
• 50:48
  in
• 50:48
  camping
• 50:49
  camper
• 50:49
  groups
• 50:50
  as
• 50:50
  well.
• 50:50
  And
• 50:51
  the
• 50:51
  sentiment
• 50:52
  is
• 50:53
  that
• 50:54
  the
• 50:54
  RV
• 50:54
  park
• 50:55
  owner
• 50:55
  is
• 50:56
  out
• 50:56
  to
• 50:56
  charge
• 50:57
  the
• 50:57
  highest
• 50:57
  rate
• 50:58
  and
• 50:58
  have
• 50:58
  the
• 50:58
  most
• 50:58
  restrictive
• 50:59
  policy.
• 51:00
  And
• 51:00
  I
• 51:00
  think
• 51:00
  we
• 51:01
  have
• 51:01
  to
• 51:01
  remember
• 51:01
  that
• 51:02
  there's
• 51:02
  some
• 51:03
  of
• 51:03
  that
• 51:03
  that,
• 51:03
  you
• 51:04
  know,
• 51:04
  was
• 51:04
  probably
• 51:05
  true.
• 51:05
  Right.
• 51:06
  Like
• 51:06
  we're
• 51:06
  in
• 51:06
  this
• 51:06
  to
• 51:07
  make
• 51:07
  profit.
• 51:07
  To
• 51:07
  make
• 51:08
  some
• 51:08
  of
• 51:08
  it
• 51:09
  still
• 51:09
  is
• 51:09
  with
• 51:09
  some
• 51:10
  owners
• 51:10
  that
• 51:10
  are
• 51:10
  at
• 51:10
  the
• 51:11
  same
• 51:11
  probably
• 51:11
  small
• 51:11
  percentage
• 51:12
  as
• 51:12
  the
• 51:12
  problem
• 51:12
  guests.
• 51:13
  Yeah,
• 51:14
  yeah.
• 51:14
  And
• 51:15
  I
• 51:15
  think,
• 51:15
  you
• 51:16
  know,
• 51:16
  we,
• 51:16
  we
• 51:16
  just,
• 51:17
  we
• 51:17
  went
• 51:17
  through,
• 51:18
  for,
• 51:19
  you
• 51:19
  know,
• 51:19
  we
• 51:19
  went
• 51:19
  through
• 51:19
  a
• 51:19
  portfolio
• 51:20
  review
• 51:20
  and,
• 51:21
  and
• 51:21
  good
• 51:21
  number
• 51:22
  of
• 51:22
  the
• 51:22
  properties.
• 51:23
  We
• 51:23
  loosened
• 51:23
  our
• 51:23
  cancellation
• 51:24
  policies
• 51:25
  like
• 51:26
  maybe
• 51:26
  mid
• 51:26
  summer
• 51:27
  last
• 51:27
  year
• 51:28
  just
• 51:29
  in
• 51:29
  response
• 51:29
  to
• 51:30
  that.
• 51:30
  So
• 51:30
  to
• 51:30
  Kevin's
• 51:31
  point,
• 51:31
  understanding
• 51:32
  the
• 51:32
  trend
• 51:32
  and
• 51:33
  how,
• 51:34
  you
• 51:34
  know,
• 51:34
  how
• 51:34
  things
• 51:34
  are
• 51:35
  actually
• 51:35
  looking
• 51:35
  in
• 51:35
  the
• 51:35
  grand
• 51:36
  scheme
• 51:36
  of
• 51:36
  things.
• 51:37
  But
• 51:37
  then
• 51:37
  I
• 51:37
  think
• 51:37
  zooming
• 51:38
  back
• 51:38
  out
• 51:38
  a
• 51:38
  little
• 51:39
  bit
• 51:39
  and
• 51:39
  understanding
• 51:40
  what
• 51:41
  the,
• 51:42
  the
• 51:42
  market
• 51:42
  is,
• 51:43
  what
• 51:43
  the,
• 51:44
  I
• 51:44
  think
• 51:44
  also
• 51:45
  understanding
• 51:45
  our
• 51:45
  guests
• 51:46
  are
• 51:46
  not
• 51:46
  just
• 51:46
  campers,
• 51:47
  they're,
• 51:48
  they're
• 51:48
  hotel
• 51:48
  guests,
• 51:49
  they're
• 51:49
  their
• 51:50
  airline
• 51:51
  passengers.
• 51:52
  And
• 51:52
  what
• 51:53
  are,
• 51:53
  what
• 51:53
  are
• 51:53
  some
• 51:53
  of
• 51:53
  the
• 51:54
  other
• 51:54
  experiences
• 51:55
  that
• 51:55
  they're
• 51:55
  having
• 51:56
  in
• 51:56
  other
• 51:56
  sectors
• 51:57
  of
• 51:57
  hospitality?
• 51:58
  And
• 51:59
  how
• 51:59
  can
• 52:00
  we
• 52:01
  either
• 52:02
  save
• 52:02
  and
• 52:03
  create
• 52:03
  a
• 52:04
  Better
• 52:05
  experience
• 52:05
  to
• 52:05
  save
• 52:06
  the
• 52:06
  experience.
• 52:06
  Create
• 52:06
  a
• 52:06
  better
• 52:06
  experience,
• 52:08
  a
• 52:08
  respite
• 52:08
  from
• 52:09
  what
• 52:09
  they're
• 52:09
  used
• 52:09
  to
• 52:10
  having
• 52:10
  to
• 52:10
  deal
• 52:10
  with?
• 52:11
  Or
• 52:11
  are
• 52:11
  there
• 52:12
  things
• 52:12
  that,
• 52:12
  you
• 52:13
  know,
• 52:13
  will.
• 52:13
  That
• 52:13
  will
• 52:14
  looking
• 52:14
  at
• 52:14
  their
• 52:14
  perspective,
• 52:15
  shape
• 52:15
  your
• 52:16
  perspective
• 52:17
  in
• 52:17
  terms
• 52:17
  of
• 52:17
  where
• 52:17
  they're
• 52:18
  potentially
• 52:18
  coming
• 52:18
  from
• 52:19
  as
• 52:19
  well.
• 52:20
  So
• 52:20
  embrace
• 52:20
  how
• 52:20
  you
• 52:20
  can
• 52:21
  be
• 52:21
  better.
• 52:21
  Like
• 52:21
  our
• 52:22
  exit
• 52:22
  doors
• 52:22
  don't
• 52:22
  fall
• 52:23
  off
• 52:23
  the
• 52:23
  cabins
• 52:24
  like
• 52:24
  that.
• 52:25
  Yeah,
• 52:26
  yeah.
• 52:26
  One,
• 52:26
  one
• 52:27
  way.
• 52:27
  One
• 52:27
  thing
• 52:27
  that
• 52:28
  was
• 52:28
  kind
• 52:28
  of
• 52:28
  said
• 52:29
  and
• 52:29
  I
• 52:29
  think
• 52:30
  it
• 52:30
  is
• 52:30
  really
• 52:30
  great
• 52:31
  and
• 52:31
  it's
• 52:31
  really
• 52:32
  positive
• 52:32
  to
• 52:32
  like,
• 52:32
  turn
• 52:33
  around
• 52:33
  to
• 52:33
  be
• 52:33
  positive.
• 52:34
  It's
• 52:34
  not
• 52:34
  necessarily
• 52:35
  to
• 52:35
  do
• 52:35
  with
• 52:35
  cancellations,
• 52:36
  but
• 52:37
  that
• 52:38
  notion
• 52:38
  of
• 52:38
  like,
• 52:38
  going
• 52:38
  to
• 52:39
  check
• 52:39
  on
• 52:39
  the
• 52:39
  neighboring
• 52:40
  campers
• 52:41
  to
• 52:41
  someone
• 52:41
  who
• 52:41
  was
• 52:41
  like,
• 52:41
  potentially
• 52:42
  a
• 52:42
  problem.
• 52:43
  I
• 52:43
  think
• 52:43
  making
• 52:44
  like
• 52:44
  kind
• 52:44
  of
• 52:45
  bringing
• 52:45
  some
• 52:45
  humanity
• 52:46
  back
• 52:46
  and,
• 52:46
  and
• 52:46
  making
• 52:47
  people
• 52:47
  feel
• 52:47
  special
• 52:48
  for
• 52:49
  being
• 52:49
  decent
• 52:49
  campers
• 52:50
  has
• 52:50
  gone
• 52:51
  such
• 52:51
  a
• 52:52
  far
• 52:52
  away
• 52:53
  with
• 52:53
  our
• 52:53
  campground
• 52:54
  and
• 52:54
  with
• 52:54
  like
• 52:54
  getting
• 52:54
  like,
• 52:55
  really
• 52:55
  loyal
• 52:55
  campers
• 52:56
  to
• 52:56
  come
• 52:56
  back.
• 52:57
  And
• 52:57
  it's
• 52:57
  like
• 52:57
  something
• 52:58
  as
• 52:58
  like,
• 52:58
  small
• 52:59
  as
• 52:59
  celebrating,
• 52:59
  like,
• 53:00
  hey,
• 53:01
  you're
• 53:01
  coming
• 53:02
  back
• 53:02
  for
• 53:02
  another
• 53:02
  time.
• 53:03
  Like,
• 53:03
  here's
• 53:03
  a
• 53:03
  sticker.
• 53:03
  We're
• 53:04
  like,
• 53:04
  so
• 53:04
  happy
• 53:04
  to
• 53:04
  see
• 53:05
  you
• 53:05
  again.
• 53:05
  Or
• 53:06
  if
• 53:06
  there
• 53:06
  was
• 53:06
  a
• 53:07
  problem
• 53:07
  and
• 53:07
  going
• 53:07
  over,
• 53:08
  hey,
• 53:08
  somebody
• 53:09
  was
• 53:09
  making
• 53:09
  a
• 53:09
  lot
• 53:09
  of
• 53:09
  noise.
• 53:10
  You
• 53:10
  didn't
• 53:10
  call
• 53:10
  or
• 53:10
  anything,
• 53:11
  but
• 53:11
  like,
• 53:11
  here's
• 53:12
  like
• 53:12
  a
• 53:12
  free
• 53:12
  thing
• 53:12
  of
• 53:13
  wood.
• 53:13
  We're
• 53:14
  like,
• 53:14
  you
• 53:14
  know,
• 53:14
  we
• 53:15
  like,
• 53:15
  recognize
• 53:15
  that
• 53:16
  you
• 53:16
  had
• 53:16
  to
• 53:16
  deal
• 53:16
  with
• 53:16
  that
• 53:16
  without
• 53:17
  you
• 53:17
  ever
• 53:17
  having,
• 53:17
  like,
• 53:18
  without
• 53:18
  you
• 53:18
  becoming
• 53:18
  a
• 53:19
  squeaky
• 53:19
  wheel.
• 53:20
  And
• 53:21
  we
• 53:21
  get
• 53:21
  like
• 53:21
  so
• 53:21
  much
• 53:21
  feedback.
• 53:22
  All
• 53:22
  of
• 53:22
  a
• 53:22
  sudden
• 53:22
  you're
• 53:22
  like,
• 53:23
  oh
• 53:23
  my
• 53:23
  God,
• 53:23
  you
• 53:23
  guys
• 53:23
  are
• 53:24
  amazing.
• 53:24
  And
• 53:24
  you
• 53:25
  guys
• 53:25
  really
• 53:25
  take
• 53:25
  care
• 53:25
  of
• 53:26
  people.
• 53:26
  And
• 53:26
  it's
• 53:27
  something
• 53:27
  that
• 53:27
  took
• 53:27
  like
• 53:27
  maybe
• 53:28
  five
• 53:28
  minutes.
• 53:29
  This
• 53:29
  is
• 53:29
  a
• 53:29
  fascinating
• 53:30
  topic
• 53:30
  that
• 53:30
  we
• 53:30
  don't
• 53:30
  have
• 53:31
  time
• 53:31
  to
• 53:31
  dive
• 53:31
  into
• 53:32
  today.
• 53:32
  But
• 53:32
  I
• 53:32
  like,
• 53:33
  I
• 53:33
  think
• 53:33
  there's
• 53:33
  an
• 53:34
  era
• 53:34
  five
• 53:35
  to
• 53:35
  ten
• 53:35
  years
• 53:35
  from
• 53:35
  now
• 53:36
  where
• 53:36
  we
• 53:37
  look
• 53:37
  back
• 53:37
  on
• 53:37
  this,
• 53:37
  this
• 53:38
  time
• 53:38
  period
• 53:39
  where
• 53:39
  we're
• 53:39
  sending
• 53:39
  out
• 53:40
  mass
• 53:40
  email
• 53:40
  marketing
• 53:40
  and
• 53:41
  mass
• 53:41
  text
• 53:41
  messaging
• 53:42
  and
• 53:42
  the
• 53:42
  same
• 53:43
  message
• 53:43
  on
• 53:43
  everybody's
• 53:44
  website
• 53:45
  where
• 53:45
  every
• 53:46
  communication
• 53:46
  is
• 53:46
  personalized
• 53:47
  down
• 53:47
  to
• 53:48
  every
• 53:48
  guest
• 53:48
  of
• 53:48
  what
• 53:48
  we
• 53:49
  know
• 53:49
  in
• 53:49
  the
• 53:49
  database.
• 53:50
  And
• 53:50
  we
• 53:50
  like,
• 53:50
  we
• 53:51
  look
• 53:51
  at
• 53:51
  this
• 53:51
  era,
• 53:51
  like,
• 53:52
  were
• 53:52
  we
• 53:52
  thinking
• 53:53
  sending
• 53:53
  the
• 53:54
  same
• 53:54
  message
• 53:54
  to
• 53:54
  everybody?
• 53:55
  I
• 53:55
  think
• 53:55
  that.
• 53:55
  I
• 53:55
  think
• 53:55
  that's
• 53:56
  very.
• 53:56
  I
• 53:56
  think
• 53:56
  that's
• 53:56
  going
• 53:56
  to
• 53:56
  come.
• 53:57
  I
• 53:57
  think
• 53:57
  AI
• 53:57
  is
• 53:57
  going
• 53:57
  to
• 53:57
  be
• 53:58
  a
• 53:58
  part
• 53:58
  of
• 53:58
  that.
• 53:59
  But
• 53:59
  I
• 53:59
  think
• 53:59
  that's
• 53:59
  going
• 53:59
  to
• 53:59
  be
• 54:00
  a
• 54:00
  guest
• 54:00
  experience
• 54:01
  that
• 54:01
  like
• 54:01
  you
• 54:01
  talked
• 54:01
  about.
• 54:02
  You're
• 54:02
  going
• 54:02
  to
• 54:02
  know
• 54:02
  their
• 54:02
  birthday,
• 54:03
  you're
• 54:03
  going
• 54:03
  to
• 54:03
  know
• 54:03
  last
• 54:03
  time
• 54:04
  time
• 54:04
  they
• 54:04
  visited.
• 54:04
  Everything's
• 54:05
  going
• 54:05
  to
• 54:05
  be
• 54:05
  personalized
• 54:06
  and
• 54:06
  maybe
• 54:06
  it'll
• 54:06
  be.
• 54:07
  Maybe
• 54:07
  that
• 54:07
  will
• 54:07
  make
• 54:07
  it
• 54:07
  less
• 54:08
  special
• 54:08
  when
• 54:09
  it
• 54:09
  gets
• 54:09
  to
• 54:09
  that
• 54:09
  point.
• 54:10
  But
• 54:10
  it's
• 54:10
  still
• 54:10
  going
• 54:10
  to
• 54:10
  be
• 54:10
  a
• 54:10
  better
• 54:10
  guest
• 54:11
  experience.
• 54:12
  I
• 54:12
  think
• 54:12
  that's
• 54:12
  right.
• 54:13
  Luxury
• 54:14
  today
• 54:14
  is
• 54:15
  luxuries
• 54:16
  in
• 54:16
  the
• 54:16
  eye
• 54:16
  of
• 54:16
  the
• 54:16
  beholder,
• 54:17
  but
• 54:17
  luxury
• 54:18
  is
• 54:19
  recognition
• 54:19
  and
• 54:20
  it's
• 54:20
  personalization
• 54:21
  and
• 54:22
  everybody
• 54:23
  wants
• 54:23
  that
• 54:23
  at,
• 54:24
  you
• 54:24
  know,
• 54:24
  no
• 54:24
  matter
• 54:25
  what
• 54:25
  type
• 54:25
  of
• 54:25
  luxury
• 54:26
  they
• 54:26
  seek
• 54:26
  out.
• 54:27
  So
• 54:27
  I
• 54:27
  think,
• 54:28
  you
• 54:28
  know,
• 54:28
  to
• 54:29
  your
• 54:29
  point,
• 54:29
  Brian,
• 54:29
  maybe
• 54:30
  when
• 54:30
  it,
• 54:30
  when
• 54:30
  everybody's
• 54:31
  receiving
• 54:31
  that's
• 54:31
  a
• 54:31
  little
• 54:32
  less
• 54:32
  of
• 54:32
  a
• 54:32
  special
• 54:32
  service
• 54:33
  today.
• 54:33
  But
• 54:35
  you
• 54:35
  know,
• 54:35
  ensuring
• 54:36
  that
• 54:36
  you're
• 54:36
  moving
• 54:37
  in
• 54:37
  that
• 54:37
  direction
• 54:37
  of
• 54:38
  understanding
• 54:38
  how
• 54:38
  you
• 54:38
  can
• 54:39
  collect
• 54:39
  that
• 54:39
  data
• 54:40
  and
• 54:40
  how
• 54:40
  you
• 54:40
  can,
• 54:41
  you
• 54:42
  know,
• 54:42
  truly
• 54:42
  be
• 54:43
  a
• 54:44
  brand
• 54:44
  of
• 54:45
  hospitality
• 54:45
  for
• 54:45
  your
• 54:46
  park
• 54:46
  beyond
• 54:46
  just
• 54:47
  the
• 54:48
  one
• 54:48
  time
• 54:48
  stay,
• 54:49
  but
• 54:49
  how
• 54:50
  you
• 54:50
  can
• 54:50
  really
• 54:50
  resonate
• 54:51
  and
• 54:51
  be
• 54:51
  an
• 54:52
  important
• 54:52
  part
• 54:52
  of
• 54:52
  your
• 54:53
  guest's
• 54:53
  life
• 54:54
  in
• 54:55
  their,
• 54:55
  over
• 54:56
  the
• 54:56
  course
• 54:56
  of
• 54:56
  their
• 54:56
  year.
• 54:57
  And
• 54:58
  I'm
• 54:58
  not
• 54:58
  trying
• 54:58
  to
• 54:58
  be
• 54:58
  dramatic,
• 54:59
  but
• 55:00
  you
• 55:01
  know,
• 55:01
  those
• 55:01
  special
• 55:02
  call
• 55:02
  out
• 55:02
  moments
• 55:03
  really
• 55:03
  do
• 55:04
  make
• 55:04
  a
• 55:04
  huge
• 55:05
  difference.
• 55:06
  And
• 55:06
  just
• 55:07
  that
• 55:07
  kind
• 55:08
  of
• 55:08
  reminds
• 55:08
  me
• 55:08
  of,
• 55:10
  I
• 55:10
  had
• 55:10
  heard
• 55:11
  just
• 55:11
  recently
• 55:11
  that
• 55:12
  interaction
• 55:13
  is
• 55:13
  not
• 55:14
  the
• 55:14
  same
• 55:14
  as
• 55:14
  interface.
• 55:16
  And
• 55:16
  I
• 55:17
  think,
• 55:17
  you
• 55:18
  know,
• 55:18
  when
• 55:18
  you
• 55:18
  have
• 55:18
  that
• 55:19
  traditional
• 55:19
  like
• 55:19
  front
• 55:20
  desk
• 55:20
  experience
• 55:20
  where
• 55:21
  you're
• 55:21
  dealing
• 55:21
  with
• 55:21
  the
• 55:21
  guests
• 55:21
  and
• 55:22
  like
• 55:22
  that's
• 55:22
  your
• 55:22
  one
• 55:22
  moment,
• 55:23
  that's
• 55:23
  not
• 55:24
  an
• 55:24
  interaction.
• 55:24
  Like
• 55:25
  there's
• 55:25
  a
• 55:25
  transaction,
• 55:26
  but
• 55:26
  it's
• 55:27
  not
• 55:27
  really
• 55:27
  an
• 55:27
  interaction.
• 55:28
  But
• 55:28
  what
• 55:28
  Britt
• 55:29
  just
• 55:29
  said
• 55:29
  about
• 55:29
  going
• 55:30
  to
• 55:31
  the
• 55:31
  campsite
• 55:32
  and
• 55:32
  like
• 55:33
  meeting
• 55:33
  that
• 55:33
  guest
• 55:34
  and
• 55:34
  saying,
• 55:34
  I
• 55:34
  understand
• 55:35
  that,
• 55:35
  hey,
• 55:36
  this
• 55:37
  was
• 55:37
  a
• 55:37
  difficult
• 55:37
  situation
• 55:39
  or
• 55:40
  even
• 55:41
  it
• 55:41
  doesn't
• 55:41
  have
• 55:41
  to
• 55:42
  be
• 55:42
  a
• 55:42
  bad
• 55:42
  situation.
• 55:43
  It
• 55:43
  could
• 55:43
  also
• 55:43
  just
• 55:44
  be,
• 55:45
  you
• 55:45
  know,
• 55:45
  your
• 55:46
  courtesy
• 55:46
  patrol
• 55:47
  guy
• 55:47
  is
• 55:48
  out
• 55:48
  patrolling
• 55:49
  and
• 55:49
  he
• 55:49
  sees,
• 55:50
  you
• 55:50
  know,
• 55:50
  maybe
• 55:51
  the
• 55:51
  dad
• 55:52
  or
• 55:52
  the
• 55:52
  mom
• 55:52
  that's
• 55:53
  having
• 55:53
  a
• 55:53
  hard
• 55:53
  time
• 55:54
  getting
• 55:54
  the
• 55:54
  campfire
• 55:55
  started,
• 55:55
  maybe
• 55:56
  they
• 55:56
  just
• 55:56
  stop
• 55:57
  and,
• 55:57
  and
• 55:57
  say,
• 55:58
  hey,
• 55:58
  can,
• 55:58
  you
• 55:58
  know,
• 55:58
  can
• 55:59
  I
• 55:59
  lend
• 55:59
  a
• 55:59
  hand
• 55:59
  with
• 56:00
  that?
• 56:00
  That's
• 56:00
  an
• 56:00
  interaction.
• 56:02
  So
• 56:02
  the
• 56:02
  more
• 56:02
  that
• 56:03
  we
• 56:03
  can
• 56:03
  continue
• 56:04
  to
• 56:04
  personalize,
• 56:05
  recognize
• 56:06
  and
• 56:07
  interact,
• 56:07
  I
• 56:08
  think
• 56:08
  that's
• 56:08
  what
• 56:08
  people
• 56:08
  want
• 56:09
  today.
• 56:09
  Let
• 56:09
  them
• 56:10
  know
• 56:10
  you
• 56:10
  care
• 56:10
  about
• 56:11
  them.
• 56:11
  Give
• 56:11
  them
• 56:11
  a
• 56:11
  touch
• 56:12
  point
• 56:12
  like
• 56:13
  on
• 56:13
  Joe's
• 56:13
  app.
• 56:13
  Joe,
• 56:14
  can
• 56:14
  we
• 56:14
  track
• 56:14
  their
• 56:15
  location
• 56:15
  forever?
• 56:16
  Can
• 56:16
  we
• 56:17
  just
• 56:17
  say
• 56:17
  like,
• 56:17
  hey,
• 56:17
  I
• 56:17
  saw
• 56:18
  you
• 56:18
  just
• 56:18
  went
• 56:18
  to
• 56:18
  Papa
• 56:18
  John's.
• 56:19
  Did
• 56:19
  you
• 56:19
  know
• 56:19
  we
• 56:19
  have
• 56:19
  a
• 56:19
  pizza
• 56:20
  restaurant?
• 56:20
  I
• 56:20
  know
• 56:20
  it's
• 56:21
  privacy
• 56:22
  concerns
• 56:22
  with
• 56:22
  that.
• 56:23
  Brian,
• 56:23
  but
• 56:23
  they
• 56:24
  know
• 56:24
  you're
• 56:24
  thinking
• 56:24
  about
• 56:25
  them
• 56:25
  then,
• 56:25
  right?
• 56:25
  It's
• 56:25
  the
• 56:26
  care
• 56:26
  that
• 56:26
  Scott
• 56:27
  was
• 56:27
  talking
• 56:27
  about.
• 56:28
  Well,
• 56:28
  actually
• 56:28
  I
• 56:29
  did
• 56:29
  want
• 56:29
  to
• 56:29
  jump
• 56:29
  in.
• 56:29
  We've,
• 56:30
  we've
• 56:30
  camped
• 56:31
  at
• 56:31
  multiple
• 56:31
  properties
• 56:32
  that
• 56:34
  while
• 56:34
  a
• 56:35
  lot
• 56:35
  of
• 56:35
  places
• 56:35
  don't
• 56:36
  have
• 56:36
  the
• 56:36
  staffing
• 56:36
  to
• 56:37
  do
• 56:37
  this,
• 56:38
  they
• 56:39
  right
• 56:39
  around
• 56:40
  quiet
• 56:40
  hours,
• 56:41
  drive
• 56:41
  around
• 56:41
  the
• 56:41
  sites
• 56:42
  and
• 56:42
  whoever's
• 56:42
  outside,
• 56:43
  they
• 56:43
  come
• 56:43
  and
• 56:43
  talk
• 56:43
  to
• 56:43
  them
• 56:44
  and
• 56:44
  say,
• 56:44
  hey,
• 56:44
  you're
• 56:45
  watching
• 56:45
  the
• 56:45
  Movie.
• 56:45
  Oh,
• 56:45
  after
• 56:46
  that
• 56:46
  movie's
• 56:46
  over,
• 56:46
  would
• 56:47
  you
• 56:47
  mind
• 56:47
  turning
• 56:47
  it
• 56:47
  off
• 56:48
  Quiet
• 56:48
  hours
• 56:48
  soon
• 56:49
  or
• 56:50
  just
• 56:50
  asking
• 56:51
  about
• 56:51
  your
• 56:51
  day?
• 56:51
  So
• 56:52
  one
• 56:52
  campground
• 56:52
  is
• 56:53
  a
• 56:53
  smaller
• 56:53
  100
• 56:53
  site
• 56:54
  and
• 56:54
  the
• 56:54
  owner
• 56:55
  walked,
• 56:55
  went
• 56:55
  by,
• 56:56
  he
• 56:56
  lived
• 56:56
  on
• 56:56
  site
• 56:57
  in
• 56:57
  that
• 56:57
  particular
• 56:58
  case,
• 56:58
  but
• 56:58
  he
• 56:59
  would
• 56:59
  drive
• 56:59
  by
• 56:59
  on
• 56:59
  his
• 56:59
  golf
• 57:00
  cart
• 57:00
  at
• 57:00
  night
• 57:00
  right
• 57:00
  around
• 57:01
  quiet
• 57:01
  hours
• 57:01
  and
• 57:01
  just
• 57:01
  talk
• 57:02
  to
• 57:02
  everybody.
• 57:02
  And
• 57:03
  it's
• 57:03
  a
• 57:03
  personal
• 57:04
  touch
• 57:04
  and
• 57:04
  it's
• 57:05
  really
• 57:05
  hard
• 57:05
  to
• 57:05
  complain.
• 57:06
  It's
• 57:06
  really
• 57:06
  hard
• 57:06
  to
• 57:07
  ask
• 57:07
  for
• 57:07
  a
• 57:07
  refund
• 57:08
  when
• 57:09
  you
• 57:09
  know
• 57:09
  the
• 57:09
  owner.
• 57:10
  You
• 57:10
  know,
• 57:10
  it's
• 57:11
  going
• 57:11
  to
• 57:11
  be
• 57:11
  a
• 57:11
  lot
• 57:11
  harder
• 57:12
  when
• 57:12
  you've
• 57:12
  met
• 57:12
  them
• 57:12
  and
• 57:13
  you,
• 57:13
  you
• 57:14
  recognize
• 57:14
  them
• 57:14
  as
• 57:15
  a
• 57:15
  person
• 57:15
  as
• 57:15
  opposed
• 57:16
  to
• 57:17
  just,
• 57:17
  oh,
• 57:18
  this
• 57:18
  huge
• 57:18
  campground
• 57:19
  that
• 57:19
  we're,
• 57:19
  that
• 57:20
  we're
• 57:20
  dealing
• 57:20
  with.
• 57:20
  You
• 57:21
  know,
• 57:21
  it's,
• 57:21
  it's
• 57:21
  a,
• 57:21
  it's
• 57:22
  just
• 57:22
  a
• 57:22
  different
• 57:23
  level
• 57:23
  of
• 57:23
  a
• 57:23
  relationship.
• 57:25
  Yeah,
• 57:25
  I
• 57:25
  mean
• 57:25
  I,
• 57:26
  I
• 57:26
  still
• 57:26
  remember
• 57:26
  when
• 57:27
  we
• 57:27
  were
• 57:27
  in,
• 57:28
  I
• 57:28
  think
• 57:28
  it
• 57:28
  was
• 57:29
  Pigeon
• 57:29
  Forge,
• 57:30
  Tennessee.
• 57:30
  There's
• 57:31
  a
• 57:31
  Christmas
• 57:31
  themed
• 57:32
  hotel
• 57:32
  there
• 57:33
  all
• 57:33
  year
• 57:33
  round.
• 57:33
  And
• 57:34
  this
• 57:34
  is
• 57:34
  years
• 57:34
  ago,
• 57:35
  but
• 57:35
  I
• 57:35
  went
• 57:36
  there
• 57:36
  and
• 57:36
  filmed
• 57:36
  a
• 57:36
  video
• 57:37
  of
• 57:37
  their
• 57:37
  property.
• 57:37
  I
• 57:37
  think
• 57:38
  it
• 57:38
  was
• 57:38
  a
• 57:38
  Christmas
• 57:38
  tree
• 57:38
  in
• 57:39
  or
• 57:39
  something
• 57:39
  like
• 57:39
  that.
• 57:40
  But
• 57:40
  they
• 57:40
  still
• 57:40
  like
• 57:41
  they
• 57:41
  came
• 57:41
  and
• 57:41
  they
• 57:41
  knocked
• 57:42
  on
• 57:42
  your
• 57:42
  door
• 57:42
  and
• 57:42
  did
• 57:42
  the
• 57:43
  turndown
• 57:43
  service
• 57:43
  and
• 57:43
  delivered
• 57:44
  little
• 57:44
  warm
• 57:44
  cookies
• 57:45
  to
• 57:45
  you.
• 57:45
  Right.
• 57:45
  Like
• 57:45
  that
• 57:46
  stuff
• 57:46
  that
• 57:46
  sticks.
• 57:47
  I've
• 57:47
  traveled
• 57:48
  a
• 57:48
  lot
• 57:48
  and
• 57:49
  that
• 57:49
  stuff
• 57:49
  for
• 57:49
  that
• 57:50
  to
• 57:50
  stick
• 57:50
  in
• 57:50
  a
• 57:50
  mind
• 57:51
  of
• 57:51
  me
• 57:51
  that's
• 57:52
  half
• 57:52
  senile
• 57:52
  and
• 57:52
  old
• 57:53
  and
• 57:53
  can't
• 57:53
  remember
• 57:53
  what
• 57:53
  they
• 57:53
  had
• 57:53
  for
• 57:54
  breakfast
• 57:54
  is
• 57:54
  pretty
• 57:55
  impressive
• 57:55
  10,
• 57:56
  15
• 57:56
  years
• 57:57
  later.
• 57:57
  So
• 57:58
  that
• 57:58
  stuff
• 57:58
  does
• 57:58
  like
• 57:59
  people
• 57:59
  remember
• 57:59
  that
• 57:59
  for
• 58:00
  a
• 58:00
  long
• 58:00
  time.
• 58:01
  It's
• 58:02
  understanding
• 58:02
  expectations.
• 58:03
  Right.
• 58:04
  Our
• 58:04
  guests,
• 58:05
  they
• 58:05
  have
• 58:06
  an
• 58:06
  expectation
• 58:06
  that,
• 58:07
  you
• 58:07
  know,
• 58:07
  someone
• 58:08
  will
• 58:08
  answer
• 58:08
  the
• 58:08
  phone,
• 58:08
  someone
• 58:09
  will
• 58:09
  be
• 58:09
  there,
• 58:09
  that
• 58:10
  the
• 58:10
  site
• 58:10
  will
• 58:10
  be
• 58:10
  level,
• 58:11
  that
• 58:11
  they'll
• 58:12
  have,
• 58:12
  you
• 58:13
  know,
• 58:13
  functioning
• 58:13
  electricity,
• 58:14
  bathrooms
• 58:14
  will
• 58:14
  be
• 58:15
  clean.
• 58:15
  Right.
• 58:15
  There's,
• 58:15
  there's
• 58:16
  a
• 58:16
  level
• 58:16
  of
• 58:16
  expectation.
• 58:17
  It's
• 58:18
  the
• 58:18
  opportunities
• 58:19
  where
• 58:19
  we
• 58:19
  can
• 58:19
  deliver
• 58:20
  above
• 58:21
  that.
• 58:21
  That's
• 58:22
  what
• 58:22
  they're
• 58:22
  going
• 58:22
  to
• 58:22
  remember.
• 58:23
  Right.
• 58:24
  You
• 58:24
  know,
• 58:24
  it's,
• 58:25
  it's
• 58:25
  exceeding
• 58:26
  that.
• 58:26
  It's
• 58:26
  the
• 58:26
  special
• 58:27
  moment,
• 58:29
  you
• 58:29
  know,
• 58:30
  and
• 58:30
  it
• 58:30
  does
• 58:30
  take
• 58:31
  a
• 58:31
  lot
• 58:31
  of
• 58:32
  effort.
• 58:32
  That's
• 58:32
  where
• 58:32
  the
• 58:32
  challenge
• 58:33
  is.
• 58:33
  You
• 58:33
  have
• 58:33
  to
• 58:34
  actually
• 58:34
  go
• 58:34
  out
• 58:35
  and
• 58:35
  try
• 58:35
  and
• 58:36
  find
• 58:36
  those
• 58:36
  moments
• 58:37
  and
• 58:37
  you
• 58:37
  can
• 58:37
  do
• 58:38
  all
• 58:38
  the
• 58:38
  planning
• 58:39
  you
• 58:39
  want
• 58:39
  of,
• 58:40
  hey,
• 58:40
  we're
• 58:40
  going
• 58:40
  to
• 58:40
  give
• 58:40
  some
• 58:41
  budget
• 58:41
  to
• 58:42
  the
• 58:42
  team
• 58:43
  that
• 58:43
  if
• 58:43
  they
• 58:44
  identify
• 58:44
  something,
• 58:45
  they
• 58:45
  can
• 58:46
  give
• 58:47
  something
• 58:47
  from
• 58:47
  the
• 58:47
  store
• 58:48
  to
• 58:48
  a
• 58:48
  kid
• 58:48
  who's
• 58:48
  crying
• 58:49
  or
• 58:49
  whatever
• 58:50
  that
• 58:50
  situation
• 58:51
  may
• 58:51
  be.
• 58:51
  You
• 58:51
  can
• 58:51
  create
• 58:52
  that
• 58:52
  structure.
• 58:53
  But
• 58:53
  it's
• 58:53
  still
• 58:53
  going
• 58:54
  to
• 58:54
  take
• 58:54
  effort
• 58:55
  and
• 58:56
  motivation
• 58:57
  for,
• 58:57
  for
• 58:57
  the
• 58:58
  people
• 58:58
  on
• 58:58
  the
• 58:58
  ground
• 58:58
  and
• 58:59
  the
• 58:59
  front
• 58:59
  lines
• 58:59
  who
• 58:59
  are
• 59:00
  not
• 59:01
  just
• 59:01
  talking
• 59:02
  like
• 59:02
  you
• 59:02
  were
• 59:02
  saying,
• 59:04
  Joe
• 59:05
  and,
• 59:05
  and
• 59:06
  Scott
• 59:06
  and
• 59:07
  it's
• 59:07
  not
• 59:07
  just
• 59:08
  like
• 59:08
  having
• 59:08
  that
• 59:09
  discussion
• 59:09
  with
• 59:10
  them.
• 59:10
  It's
• 59:10
  how
• 59:10
  do
• 59:10
  you
• 59:11
  connect
• 59:11
  with
• 59:11
  them?
• 59:11
  And
• 59:12
  it.
• 59:12
  The
• 59:12
  challenge
• 59:13
  is
• 59:13
  it.
• 59:14
  It
• 59:15
  requires
• 59:16
  effort,
• 59:16
  it
• 59:17
  requires
• 59:17
  time,
• 59:17
  it
• 59:18
  requires
• 59:18
  emotion,
• 59:19
  but
• 59:19
  it's
• 59:20
  whatever
• 59:20
  you
• 59:20
  can
• 59:20
  do
• 59:21
  to
• 59:21
  go
• 59:21
  a
• 59:21
  little
• 59:21
  bit
• 59:21
  above
• 59:22
  and
• 59:22
  beyond
• 59:22
  what
• 59:23
  the
• 59:23
  base
• 59:23
  expectation
• 59:24
  is.
• 59:24
  Like
• 59:24
  you're
• 59:25
  saying,
• 59:25
  Brian,
• 59:25
  you'll
• 59:25
  remember
• 59:26
  that
• 59:26
  for.
• 59:26
  For
• 59:27
  years
• 59:27
  to
• 59:27
  come.
• 59:27
  And
• 59:27
  that
• 59:28
  may
• 59:28
  be
• 59:28
  how
• 59:29
  you
• 59:29
  get
• 59:29
  someone
• 59:29
  to
• 59:30
  come
• 59:30
  back.
• 59:30
  That
• 59:30
  may
• 59:30
  be
• 59:31
  your
• 59:31
  differentiator
• 59:32
  from
• 59:32
  the
• 59:32
  park
• 59:33
  down
• 59:33
  the
• 59:33
  street.
• 59:33
  That's
• 59:34
  bigger,
• 59:34
  newer,
• 59:35
  bigger
• 59:36
  budget,
• 59:36
  nicer
• 59:37
  amenities,
• 59:38
  but
• 59:38
  maybe
• 59:38
  they
• 59:39
  don't
• 59:39
  provide
• 59:39
  that
• 59:40
  touch,
• 59:40
  or
• 59:40
  maybe
• 59:41
  they
• 59:41
  don't
• 59:41
  have
• 59:41
  that
• 59:41
  relationship
• 59:42
  with
• 59:42
  their
• 59:42
  guests
• 59:43
  that
• 59:43
  a
• 59:43
  small
• 59:44
  campground
• 59:44
  operator
• 59:45
  can
• 59:45
  have.
• 59:46
  100%
• 59:47
  agree
• 59:47
  with
• 59:47
  you.
• 59:47
  The
• 59:48
  only
• 59:48
  thing
• 59:48
  I'll
• 59:48
  play
• 59:48
  devil's
• 59:49
  advocate
• 59:49
  on,
• 59:49
  briefly
• 59:50
  is
• 59:50
  the
• 59:50
  effort,
• 59:51
  because
• 59:51
  I
• 59:52
  don't
• 59:52
  think,
• 59:52
  like,
• 59:52
  sometimes
• 59:53
  it's
• 59:53
  going
• 59:53
  to
• 59:53
  require
• 59:53
  effort,
• 59:54
  right?
• 59:54
  But,
• 59:55
  like,
• 59:55
  I
• 59:55
  still
• 59:55
  remember
• 59:56
  Traverse
• 59:56
  City
• 59:57
  KOA
• 59:57
  when
• 59:58
  we
• 59:58
  went
• 59:58
  there
• 59:58
  in
• 59:59
  20,
• 59:59
  maybe
• 59:59
  11
• 1:00:00
  or
• 1:00:00
  12
• 1:00:00
  or
• 1:00:01
  something
• 1:00:01
  like
• 1:00:01
  that,
• 1:00:02
  had
• 1:00:02
  little
• 1:00:02
  tiny
• 1:00:03
  local
• 1:00:03
  organic
• 1:00:03
  soaps
• 1:00:04
  in
• 1:00:04
  their
• 1:00:04
  cabin.
• 1:00:05
  And
• 1:00:05
  this
• 1:00:05
  is
• 1:00:05
  back
• 1:00:05
  when
• 1:00:06
  I
• 1:00:06
  was
• 1:00:06
  just
• 1:00:06
  starting
• 1:00:06
  to
• 1:00:07
  eat
• 1:00:07
  organic.
• 1:00:08
  And
• 1:00:08
  so
• 1:00:08
  I
• 1:00:08
  paid
• 1:00:08
  attention
• 1:00:09
  to
• 1:00:09
  that
• 1:00:09
  stuff,
• 1:00:10
  but
• 1:00:10
  that
• 1:00:10
  I
• 1:00:10
  still
• 1:00:11
  remember.
• 1:00:11
  And
• 1:00:11
  so
• 1:00:12
  that,
• 1:00:12
  like,
• 1:00:13
  sure,
• 1:00:13
  I
• 1:00:13
  guess
• 1:00:13
  it
• 1:00:13
  took
• 1:00:14
  effort
• 1:00:14
  to
• 1:00:14
  plan
• 1:00:14
  it
• 1:00:15
  a
• 1:00:15
  little
• 1:00:15
  bit,
• 1:00:15
  but
• 1:00:15
  once
• 1:00:15
  it's
• 1:00:16
  done,
• 1:00:16
  that's
• 1:00:16
  not
• 1:00:16
  as
• 1:00:17
  much
• 1:00:17
  effort
• 1:00:17
  as
• 1:00:17
  some
• 1:00:17
  of
• 1:00:17
  the
• 1:00:18
  other
• 1:00:18
  things.
• 1:00:18
  And
• 1:00:19
  so
• 1:00:19
  I'm
• 1:00:19
  not
• 1:00:19
  saying
• 1:00:19
  that
• 1:00:19
  that's
• 1:00:20
  going
• 1:00:20
  to
• 1:00:20
  work
• 1:00:20
  for
• 1:00:20
  everybody
• 1:00:20
  or
• 1:00:21
  that
• 1:00:21
  should
• 1:00:21
  be
• 1:00:21
  the
• 1:00:21
  strategy,
• 1:00:22
  but
• 1:00:22
  it
• 1:00:23
  doesn't
• 1:00:23
  have
• 1:00:23
  to
• 1:00:23
  require
• 1:00:24
  a
• 1:00:24
  lot
• 1:00:24
  of
• 1:00:24
  effort
• 1:00:24
  all
• 1:00:25
  the
• 1:00:25
  time.
• 1:00:25
  No,
• 1:00:25
  it
• 1:00:26
  does.
• 1:00:26
  It
• 1:00:26
  doesn't.
• 1:00:27
  And
• 1:00:27
  I
• 1:00:27
  think
• 1:00:27
  what.
• 1:00:28
  What's
• 1:00:28
  important
• 1:00:28
  to
• 1:00:29
  recognize
• 1:00:29
  is
• 1:00:30
  there's.
• 1:00:32
  There's
• 1:00:32
  an
• 1:00:33
  opportunity
• 1:00:33
  for
• 1:00:34
  us
• 1:00:34
  to
• 1:00:35
  build
• 1:00:35
  that
• 1:00:36
  into
• 1:00:36
  our
• 1:00:36
  culture,
• 1:00:37
  who
• 1:00:37
  we
• 1:00:37
  are,
• 1:00:38
  how
• 1:00:38
  we
• 1:00:38
  operate
• 1:00:38
  to
• 1:00:39
  where
• 1:00:39
  it's
• 1:00:40
  not
• 1:00:40
  actually
• 1:00:41
  extra
• 1:00:41
  effort
• 1:00:41
  effort,
• 1:00:41
  it's
• 1:00:42
  just
• 1:00:42
  what
• 1:00:42
  we
• 1:00:42
  do
• 1:00:43
  versus
• 1:00:44
  having
• 1:00:45
  that
• 1:00:45
  expectation
• 1:00:46
  for
• 1:00:46
  our
• 1:00:46
  teams
• 1:00:46
  of,
• 1:00:47
  like,
• 1:00:47
  this
• 1:00:47
  is.
• 1:00:47
  This
• 1:00:48
  is
• 1:00:48
  what
• 1:00:48
  we
• 1:00:48
  do,
• 1:00:48
  and
• 1:00:48
  this
• 1:00:49
  is
• 1:00:49
  all
• 1:00:49
  we
• 1:00:49
  do,
• 1:00:49
  and
• 1:00:49
  this
• 1:00:49
  is
• 1:00:49
  all
• 1:00:50
  we
• 1:00:50
  have
• 1:00:50
  time
• 1:00:50
  for.
• 1:00:50
  Like,
• 1:00:51
  we
• 1:00:51
  want
• 1:00:51
  to.
• 1:00:51
  Like
• 1:00:51
  you
• 1:00:52
  were
• 1:00:52
  saying
• 1:00:52
  this
• 1:00:52
  earlier,
• 1:00:52
  Brian,
• 1:00:53
  how
• 1:00:53
  do
• 1:00:53
  we
• 1:00:53
  empower
• 1:00:54
  ourselves,
• 1:00:56
  our
• 1:00:56
  teams,
• 1:00:58
  to.
• 1:00:58
  To
• 1:00:59
  feel
• 1:01:00
  that
• 1:01:00
  that
• 1:01:00
  is
• 1:01:01
  their
• 1:01:01
  job,
• 1:01:01
  that
• 1:01:02
  that
• 1:01:02
  is
• 1:01:02
  what
• 1:01:02
  they
• 1:01:02
  need
• 1:01:02
  to
• 1:01:03
  do,
• 1:01:03
  that
• 1:01:03
  it's
• 1:01:03
  just
• 1:01:03
  a
• 1:01:04
  part
• 1:01:04
  of
• 1:01:04
  running
• 1:01:04
  the
• 1:01:04
  campground
• 1:01:05
  versus
• 1:01:06
  we,
• 1:01:06
  you
• 1:01:07
  know,
• 1:01:07
  this
• 1:01:07
  is
• 1:01:07
  what
• 1:01:07
  we
• 1:01:07
  do.
• 1:01:07
  We
• 1:01:08
  provide
• 1:01:08
  a
• 1:01:08
  place
• 1:01:08
  for
• 1:01:08
  people
• 1:01:08
  to
• 1:01:09
  stay.
• 1:01:09
  We
• 1:01:09
  answer
• 1:01:09
  the
• 1:01:09
  phone,
• 1:01:10
  we
• 1:01:10
  answer
• 1:01:10
  questions.
• 1:01:11
  There's
• 1:01:12
  a
• 1:01:12
  different.
• 1:01:12
  It's
• 1:01:12
  a
• 1:01:12
  mentality
• 1:01:13
  thing.
• 1:01:14
  And
• 1:01:14
  how
• 1:01:14
  you
• 1:01:14
  overcome
• 1:01:15
  that
• 1:01:15
  is
• 1:01:16
  really
• 1:01:16
  how.
• 1:01:17
  It's
• 1:01:17
  the
• 1:01:17
  indicator
• 1:01:18
  of
• 1:01:18
  how
• 1:01:18
  successful
• 1:01:19
  you'll
• 1:01:19
  be
• 1:01:19
  in
• 1:01:19
  delivering
• 1:01:20
  those
• 1:01:20
  special
• 1:01:20
  moments.
• 1:01:21
  I
• 1:01:21
  will
• 1:01:22
  just
• 1:01:22
  briefly
• 1:01:22
  say,
• 1:01:22
  like,
• 1:01:23
  anybody
• 1:01:23
  who
• 1:01:23
  needs
• 1:01:24
  to
• 1:01:24
  drop
• 1:01:24
  off
• 1:01:24
  is
• 1:01:25
  More
• 1:01:25
  than
• 1:01:25
  welcome
• 1:01:25
  to
• 1:01:26
  drop
• 1:01:26
  off,
• 1:01:27
  but
• 1:01:28
  if
• 1:01:28
  you
• 1:01:28
  want
• 1:01:28
  to
• 1:01:28
  stay
• 1:01:28
  for
• 1:01:28
  a
• 1:01:29
  couple
• 1:01:29
  minutes,
• 1:01:29
  we
• 1:01:29
  can
• 1:01:29
  stay
• 1:01:30
  for
• 1:01:30
  a
• 1:01:30
  few
• 1:01:30
  minutes
• 1:01:31
  and
• 1:01:31
  continue
• 1:01:31
  our
• 1:01:31
  conversation.
• 1:01:32
  So
• 1:01:34
  does
• 1:01:34
  anybody
• 1:01:34
  else
• 1:01:35
  want
• 1:01:35
  to
• 1:01:35
  add
• 1:01:35
  anything?
• 1:01:35
  Well,
• 1:01:36
  I
• 1:01:36
  was,
• 1:01:36
  I
• 1:01:36
  was
• 1:01:36
  gonna
• 1:01:37
  just
• 1:01:37
  speak
• 1:01:37
  to
• 1:01:37
  Kevin's
• 1:01:38
  comment
• 1:01:39
  there
• 1:01:39
  and
• 1:01:39
  yours,
• 1:01:39
  Brian.
• 1:01:41
  We
• 1:01:41
  stopped
• 1:01:41
  at
• 1:01:41
  Aspen
• 1:01:42
  Grove
• 1:01:42
  in
• 1:01:42
  Utah
• 1:01:43
  and
• 1:01:43
  they
• 1:01:44
  had
• 1:01:44
  cookies
• 1:01:44
  for
• 1:01:44
  everybody
• 1:01:45
  when
• 1:01:45
  we
• 1:01:45
  stepped
• 1:01:46
  in.
• 1:01:46
  And
• 1:01:46
  they
• 1:01:46
  had
• 1:01:46
  little
• 1:01:47
  dog
• 1:01:47
  cookies
• 1:01:48
  for
• 1:01:48
  dogs
• 1:01:48
  as
• 1:01:48
  well.
• 1:01:49
  And
• 1:01:49
  it's
• 1:01:49
  just
• 1:01:50
  something
• 1:01:50
  if
• 1:01:50
  you're
• 1:01:50
  a
• 1:01:50
  dog
• 1:01:50
  owner,
• 1:01:51
  you're
• 1:01:51
  gonna
• 1:01:51
  remember
• 1:01:51
  when
• 1:01:52
  they
• 1:01:52
  ask
• 1:01:52
  you,
• 1:01:52
  oh,
• 1:01:52
  do
• 1:01:52
  you
• 1:01:52
  have
• 1:01:52
  a
• 1:01:52
  dog?
• 1:01:53
  Here's
• 1:01:53
  a
• 1:01:53
  cookie
• 1:01:53
  for
• 1:01:54
  them
• 1:01:54
  also.
• 1:01:54
  And
• 1:01:55
  there's
• 1:01:55
  a
• 1:01:55
  lot
• 1:01:55
  of
• 1:01:55
  parks
• 1:01:55
  that
• 1:01:56
  do
• 1:01:56
  that.
• 1:01:56
  But
• 1:01:57
  as
• 1:01:57
  we
• 1:01:57
  said,
• 1:01:58
  it's
• 1:01:58
  that
• 1:01:58
  little
• 1:01:59
  personal
• 1:01:59
  touch
• 1:02:00
  that
• 1:02:00
  they
• 1:02:00
  get
• 1:02:00
  you.
• 1:02:01
  Another
• 1:02:02
  park
• 1:02:02
  we
• 1:02:03
  stayed
• 1:02:03
  at
• 1:02:04
  after,
• 1:02:04
  after
• 1:02:05
  you
• 1:02:05
  get
• 1:02:05
  set
• 1:02:05
  up
• 1:02:05
  and
• 1:02:05
  checked
• 1:02:05
  in,
• 1:02:06
  they
• 1:02:06
  brought
• 1:02:06
  over
• 1:02:06
  champagne
• 1:02:07
  to
• 1:02:07
  us
• 1:02:08
  to
• 1:02:09
  my
• 1:02:09
  wife
• 1:02:09
  and
• 1:02:09
  I
• 1:02:10
  And
• 1:02:10
  then
• 1:02:11
  at
• 1:02:11
  4
• 1:02:11
  o'clock
• 1:02:12
  every
• 1:02:12
  day
• 1:02:12
  they
• 1:02:12
  drive
• 1:02:12
  around
• 1:02:13
  on
• 1:02:13
  a
• 1:02:13
  golf
• 1:02:13
  cart
• 1:02:13
  and
• 1:02:14
  give
• 1:02:15
  margaritas
• 1:02:15
  out
• 1:02:15
  to
• 1:02:16
  everybody.
• 1:02:16
  We
• 1:02:16
  have
• 1:02:17
  six
• 1:02:17
  children.
• 1:02:18
  Before
• 1:02:19
  they
• 1:02:19
  came
• 1:02:19
  over
• 1:02:20
  they
• 1:02:20
  went
• 1:02:21
  and
• 1:02:21
  filled
• 1:02:21
  up
• 1:02:21
  six
• 1:02:23
  strawberry
• 1:02:23
  lemonades
• 1:02:24
  for
• 1:02:24
  the,
• 1:02:25
  for
• 1:02:25
  the
• 1:02:25
  kids.
• 1:02:26
  See
• 1:02:26
  that's.
• 1:02:27
  Yeah,
• 1:02:27
  you
• 1:02:27
  needed
• 1:02:28
  those
• 1:02:28
  marks,
• 1:02:28
  Joe.
• 1:02:29
  You
• 1:02:29
  needed
• 1:02:29
  those
• 1:02:29
  mars.
• 1:02:30
  No,
• 1:02:30
  that's
• 1:02:31
  right.
• 1:02:31
  That's
• 1:02:31
  right.
• 1:02:31
  But
• 1:02:32
  I
• 1:02:32
  like.
• 1:02:32
  So
• 1:02:33
  I
• 1:02:33
  posted,
• 1:02:33
  I
• 1:02:33
  posted
• 1:02:34
  about
• 1:02:34
  that
• 1:02:34
  in
• 1:02:34
  an
• 1:02:34
  upscale
• 1:02:35
  RV
• 1:02:35
  resort
• 1:02:35
  page
• 1:02:36
  and
• 1:02:36
  ev,
• 1:02:37
  like
• 1:02:37
  that's
• 1:02:38
  probably
• 1:02:38
  about
• 1:02:38
  as
• 1:02:38
  much
• 1:02:38
  engagement
• 1:02:39
  I've
• 1:02:39
  ever
• 1:02:39
  had
• 1:02:39
  on
• 1:02:39
  a
• 1:02:39
  post
• 1:02:40
  for
• 1:02:40
  anything.
• 1:02:40
  It
• 1:02:40
  wasn't
• 1:02:40
  business
• 1:02:41
  related
• 1:02:41
  at
• 1:02:41
  all.
• 1:02:41
  It
• 1:02:41
  was
• 1:02:42
  just
• 1:02:42
  my,
• 1:02:42
  my
• 1:02:42
  personal
• 1:02:43
  experience
• 1:02:43
  of
• 1:02:43
  this
• 1:02:44
  one
• 1:02:44
  park
• 1:02:45
  and
• 1:02:46
  that
• 1:02:46
  one
• 1:02:46
  experience
• 1:02:47
  got
• 1:02:47
  a
• 1:02:48
  few
• 1:02:48
  hundred
• 1:02:48
  people
• 1:02:49
  interested
• 1:02:49
  in
• 1:02:49
  going
• 1:02:50
  to
• 1:02:50
  this
• 1:02:50
  small
• 1:02:50
  park
• 1:02:51
  in
• 1:02:51
  Oklahoma.
• 1:02:54
  There's
• 1:02:54
  just.
• 1:02:55
  Yeah.
• 1:02:55
  Boils
• 1:02:56
  down
• 1:02:56
  to
• 1:02:56
  the
• 1:02:56
  care
• 1:02:57
  and
• 1:02:58
  really
• 1:02:58
  showing
• 1:03:00
  that
• 1:03:01
  you
• 1:03:01
  are
• 1:03:01
  thinking.
• 1:03:02
  It's
• 1:03:02
  the
• 1:03:02
  thought,
• 1:03:03
  it's
• 1:03:03
  the
• 1:03:04
  effort
• 1:03:04
  that
• 1:03:04
  you're
• 1:03:04
  making.
• 1:03:05
  The
• 1:03:06
  guest
• 1:03:06
  sees
• 1:03:06
  that
• 1:03:07
  it
• 1:03:07
  doesn't
• 1:03:07
  have
• 1:03:07
  to
• 1:03:07
  be
• 1:03:08
  a
• 1:03:08
  lot.
• 1:03:08
  And
• 1:03:08
  what's
• 1:03:09
  sad
• 1:03:09
  is
• 1:03:09
  just
• 1:03:10
  stopping
• 1:03:10
  by
• 1:03:11
  to
• 1:03:12
  interact
• 1:03:12
  with
• 1:03:12
  someone
• 1:03:14
  is
• 1:03:15
  not
• 1:03:15
  the
• 1:03:15
  number
• 1:03:16
  that
• 1:03:17
  alone
• 1:03:17
  will
• 1:03:18
  set
• 1:03:19
  your
• 1:03:19
  park
• 1:03:19
  apart,
• 1:03:20
  at
• 1:03:20
  least
• 1:03:20
  in
• 1:03:21
  terms
• 1:03:21
  of
• 1:03:21
  the
• 1:03:21
  hospitality
• 1:03:22
  that
• 1:03:22
  they've
• 1:03:22
  had.
• 1:03:23
  And
• 1:03:23
  that
• 1:03:23
  is
• 1:03:23
  exciting.
• 1:03:24
  Right,
• 1:03:24
  because
• 1:03:24
  that
• 1:03:25
  shows
• 1:03:25
  all
• 1:03:25
  of
• 1:03:25
  the
• 1:03:25
  upside
• 1:03:26
  and
• 1:03:26
  potential
• 1:03:26
  that
• 1:03:26
  we
• 1:03:26
  have
• 1:03:27
  as
• 1:03:27
  an
• 1:03:27
  industry.
• 1:03:28
  But
• 1:03:28
  I
• 1:03:28
  think
• 1:03:29
  for
• 1:03:29
  the
• 1:03:29
  independent
• 1:03:30
  operators
• 1:03:30
  that
• 1:03:31
  are,
• 1:03:31
  that
• 1:03:31
  are
• 1:03:31
  still
• 1:03:32
  listening,
• 1:03:33
  you
• 1:03:33
  know,
• 1:03:34
  I
• 1:03:34
  think
• 1:03:34
  all
• 1:03:35
  of
• 1:03:35
  this
• 1:03:35
  can
• 1:03:36
  sound
• 1:03:36
  really
• 1:03:36
  great,
• 1:03:37
  but
• 1:03:37
  also
• 1:03:37
  maybe
• 1:03:38
  all
• 1:03:38
  of
• 1:03:38
  it
• 1:03:38
  theoretical
• 1:03:39
  too.
• 1:03:39
  And
• 1:03:41
  you
• 1:03:41
  know,
• 1:03:41
  I,
• 1:03:42
  you
• 1:03:42
  know,
• 1:03:43
  I
• 1:03:43
  know
• 1:03:43
  as,
• 1:03:43
  as
• 1:03:44
  does
• 1:03:44
  you
• 1:03:44
  know,
• 1:03:44
  all
• 1:03:45
  the
• 1:03:45
  other
• 1:03:45
  panelists.
• 1:03:46
  We
• 1:03:46
  know
• 1:03:46
  what
• 1:03:47
  you're
• 1:03:47
  going
• 1:03:47
  through
• 1:03:47
  on
• 1:03:48
  a
• 1:03:48
  day
• 1:03:48
  to
• 1:03:48
  day
• 1:03:48
  basis.
• 1:03:49
  And
• 1:03:49
  you
• 1:03:50
  know,
• 1:03:50
  I
• 1:03:50
  would
• 1:03:50
  just
• 1:03:50
  say
• 1:03:51
  for
• 1:03:51
  you
• 1:03:51
  how
• 1:03:52
  you
• 1:03:52
  can,
• 1:03:52
  you
• 1:03:52
  know,
• 1:03:52
  maybe
• 1:03:53
  look
• 1:03:53
  at
• 1:03:54
  how
• 1:03:54
  to
• 1:03:54
  attack
• 1:03:54
  this
• 1:03:55
  is
• 1:03:56
  beginning
• 1:03:57
  to
• 1:03:57
  prioritize
• 1:03:58
  what
• 1:03:58
  it
• 1:03:59
  is
• 1:03:59
  you
• 1:03:59
  need
• 1:03:59
  to
• 1:03:59
  be
• 1:04:00
  spending
• 1:04:00
  time
• 1:04:00
  on
• 1:04:00
  as
• 1:04:01
  a
• 1:04:01
  business
• 1:04:01
  owner
• 1:04:01
  and
• 1:04:02
  you
• 1:04:02
  know,
• 1:04:03
  recognizing
• 1:04:04
  that,
• 1:04:05
  you
• 1:04:05
  know,
• 1:04:05
  there's,
• 1:04:05
  there's
• 1:04:06
  a
• 1:04:06
  season
• 1:04:06
  for
• 1:04:07
  you
• 1:04:07
  that
• 1:04:07
  you're
• 1:04:07
  likely
• 1:04:08
  going
• 1:04:08
  to
• 1:04:08
  be
• 1:04:08
  very
• 1:04:09
  off,
• 1:04:09
  very
• 1:04:10
  busy
• 1:04:10
  in
• 1:04:10
  the
• 1:04:10
  office,
• 1:04:10
  maybe
• 1:04:11
  running
• 1:04:11
  the
• 1:04:11
  front
• 1:04:12
  desk,
• 1:04:13
  running
• 1:04:13
  around
• 1:04:14
  and
• 1:04:14
  then
• 1:04:14
  there's
• 1:04:14
  a
• 1:04:14
  period
• 1:04:15
  of
• 1:04:15
  time,
• 1:04:15
  hopefully
• 1:04:16
  you
• 1:04:16
  have
• 1:04:16
  a
• 1:04:16
  bit
• 1:04:16
  of
• 1:04:16
  a
• 1:04:16
  respite
• 1:04:17
  where
• 1:04:18
  you
• 1:04:18
  can
• 1:04:18
  work
• 1:04:18
  on
• 1:04:19
  the
• 1:04:19
  business
• 1:04:19
  itself
• 1:04:20
  and
• 1:04:21
  you
• 1:04:21
  know,
• 1:04:22
  understanding
• 1:04:22
  if
• 1:04:23
  you
• 1:04:23
  can,
• 1:04:23
  if
• 1:04:23
  you
• 1:04:23
  can
• 1:04:24
  carve
• 1:04:24
  out
• 1:04:24
  30
• 1:04:25
  minutes
• 1:04:25
  a
• 1:04:25
  week,
• 1:04:26
  you
• 1:04:27
  know,
• 1:04:27
  just
• 1:04:27
  start
• 1:04:27
  small
• 1:04:28
  with
• 1:04:28
  creative
• 1:04:29
  time.
• 1:04:29
  You
• 1:04:30
  know,
• 1:04:30
  creativity
• 1:04:30
  is
• 1:04:31
  a
• 1:04:31
  process
• 1:04:31
  and
• 1:04:32
  you
• 1:04:33
  need
• 1:04:33
  to
• 1:04:33
  make
• 1:04:33
  sure
• 1:04:33
  that
• 1:04:33
  you
• 1:04:34
  have
• 1:04:34
  that
• 1:04:35
  time
• 1:04:35
  that
• 1:04:35
  you
• 1:04:36
  can
• 1:04:36
  practice
• 1:04:36
  that
• 1:04:36
  process.
• 1:04:37
  And
• 1:04:37
  that
• 1:04:38
  creative
• 1:04:38
  component
• 1:04:38
  is
• 1:04:39
  important
• 1:04:40
  to
• 1:04:40
  think
• 1:04:41
  through
• 1:04:41
  that
• 1:04:42
  guest
• 1:04:42
  experience
• 1:04:43
  and
• 1:04:43
  how
• 1:04:44
  you
• 1:04:44
  can
• 1:04:44
  be
• 1:04:44
  maybe
• 1:04:44
  a
• 1:04:44
  bit
• 1:04:45
  more
• 1:04:45
  creative
• 1:04:45
  with
• 1:04:45
  that
• 1:04:46
  process
• 1:04:46
  itself
• 1:04:48
  and
• 1:04:48
  then
• 1:04:48
  find
• 1:04:49
  other
• 1:04:49
  people
• 1:04:49
  to
• 1:04:50
  do
• 1:04:50
  the
• 1:04:50
  other
• 1:04:50
  things
• 1:04:50
  that
• 1:04:51
  you
• 1:04:51
  don't
• 1:04:52
  want
• 1:04:52
  to
• 1:04:52
  have
• 1:04:52
  time
• 1:04:53
  that
• 1:04:53
  you
• 1:04:53
  don't
• 1:04:53
  want
• 1:04:53
  to
• 1:04:53
  have
• 1:04:53
  to
• 1:04:54
  do
• 1:04:54
  or
• 1:04:56
  that
• 1:04:56
  you
• 1:04:57
  feel
• 1:04:57
  like
• 1:04:57
  might
• 1:04:57
  not
• 1:04:57
  be
• 1:04:57
  the
• 1:04:58
  best
• 1:04:58
  return
• 1:04:58
  for
• 1:04:58
  your
• 1:04:59
  time
• 1:04:59
  spent.
• 1:05:00
  And
• 1:05:02
  ask
• 1:05:03
  your
• 1:05:03
  guests,
• 1:05:04
  you
• 1:05:04
  know,
• 1:05:05
  through
• 1:05:05
  those
• 1:05:05
  post
• 1:05:05
  day
• 1:05:06
  surveys,
• 1:05:06
  ask
• 1:05:06
  your
• 1:05:07
  front
• 1:05:07
  desk
• 1:05:07
  team
• 1:05:08
  and
• 1:05:08
  your
• 1:05:08
  maintenance
• 1:05:08
  team
• 1:05:09
  what
• 1:05:09
  they're
• 1:05:09
  hearing
• 1:05:09
  from
• 1:05:10
  guests
• 1:05:10
  as
• 1:05:10
  those
• 1:05:10
  pain
• 1:05:10
  points.
• 1:05:12
  But
• 1:05:12
  just
• 1:05:13
  really,
• 1:05:13
  I
• 1:05:13
  think
• 1:05:13
  it's
• 1:05:14
  about
• 1:05:14
  carving
• 1:05:14
  out
• 1:05:14
  the
• 1:05:15
  time
• 1:05:15
  and
• 1:05:15
  prioritizing
• 1:05:17
  this
• 1:05:17
  in
• 1:05:17
  your
• 1:05:18
  off
• 1:05:18
  season
• 1:05:18
  as
• 1:05:18
  much
• 1:05:19
  as
• 1:05:19
  you
• 1:05:19
  can
• 1:05:19
  and
• 1:05:20
  then
• 1:05:20
  finding
• 1:05:20
  people
• 1:05:21
  to
• 1:05:21
  do
• 1:05:21
  other
• 1:05:21
  things
• 1:05:22
  that,
• 1:05:23
  that
• 1:05:23
  aren't
• 1:05:24
  related
• 1:05:24
  to
• 1:05:25
  the
• 1:05:26
  guest
• 1:05:26
  experience
• 1:05:27
  component
• 1:05:27
  itself
• 1:05:28
  and
• 1:05:28
  building
• 1:05:28
  your
• 1:05:29
  team
• 1:05:29
  because
• 1:05:29
  that's
• 1:05:30
  how,
• 1:05:30
  excuse
• 1:05:31
  me,
• 1:05:31
  I
• 1:05:32
  think
• 1:05:32
  you'll
• 1:05:32
  build
• 1:05:32
  sustainability
• 1:05:33
  in
• 1:05:33
  your
• 1:05:33
  business
• 1:05:34
  is
• 1:05:34
  taking
• 1:05:34
  care
• 1:05:34
  of
• 1:05:34
  your
• 1:05:35
  team
• 1:05:35
  and
• 1:05:35
  then
• 1:05:35
  taking
• 1:05:35
  care
• 1:05:35
  of
• 1:05:36
  your.
• 1:05:36
  Guests
• 1:05:36
  or
• 1:05:37
  automate
• 1:05:37
  them.
• 1:05:38
  Yeah,
• 1:05:38
  touch
• 1:05:39
  points.
• 1:05:39
  Right.
• 1:05:39
  Like,
• 1:05:40
  I
• 1:05:40
  mean
• 1:05:40
  let's,
• 1:05:40
  let's
• 1:05:41
  be,
• 1:05:41
  let's
• 1:05:41
  be
• 1:05:41
  honest.
• 1:05:41
  Like
• 1:05:42
  you're,
• 1:05:42
  you're
• 1:05:42
  hitting
• 1:05:42
  on
• 1:05:42
  a
• 1:05:42
  really
• 1:05:43
  big
• 1:05:43
  nail
• 1:05:43
  or
• 1:05:44
  I
• 1:05:44
  don't
• 1:05:44
  know
• 1:05:44
  if
• 1:05:44
  that's
• 1:05:44
  the
• 1:05:44
  right
• 1:05:44
  phrase.
• 1:05:45
  Right.
• 1:05:45
  You're
• 1:05:45
  hitting
• 1:05:45
  on
• 1:05:45
  a
• 1:05:45
  really
• 1:05:46
  important
• 1:05:46
  point
• 1:05:47
  here
• 1:05:47
  is
• 1:05:47
  that
• 1:05:47
  there
• 1:05:48
  are
• 1:05:48
  probably
• 1:05:48
  a
• 1:05:48
  lot
• 1:05:48
  of
• 1:05:48
  people
• 1:05:49
  watching
• 1:05:49
  this
• 1:05:49
  show
• 1:05:49
  who
• 1:05:49
  are
• 1:05:50
  saying
• 1:05:50
  like
• 1:05:50
  this
• 1:05:50
  is
• 1:05:50
  all
• 1:05:51
  well
• 1:05:51
  and
• 1:05:51
  good,
• 1:05:52
  but
• 1:05:52
  then
• 1:05:52
  how
• 1:05:52
  many
• 1:05:52
  people
• 1:05:53
  are
• 1:05:53
  actually
• 1:05:53
  going
• 1:05:53
  to
• 1:05:53
  leave
• 1:05:53
  here
• 1:05:54
  and
• 1:05:54
  do
• 1:05:54
  something
• 1:05:54
  about
• 1:05:55
  it?
• 1:05:55
  And
• 1:05:56
  you
• 1:05:56
  probably
• 1:05:56
  all
• 1:05:56
  on
• 1:05:57
  this
• 1:05:57
  show
• 1:05:57
  who
• 1:05:57
  know
• 1:05:57
  me
• 1:05:57
  amazed
• 1:05:58
  that
• 1:05:58
  I've
• 1:05:58
  been
• 1:05:58
  an
• 1:05:58
  hour
• 1:05:58
  and
• 1:05:58
  a
• 1:05:58
  half
• 1:05:59
  without
• 1:05:59
  saying
• 1:05:59
  this.
• 1:05:59
  But
• 1:06:00
  like
• 1:06:00
  go
• 1:06:00
  to
• 1:06:00
  chat
• 1:06:00
  GPT,
• 1:06:02
  this
• 1:06:02
  is
• 1:06:02
  not
• 1:06:02
  a
• 1:06:02
  thing
• 1:06:03
  anymore.
• 1:06:03
  Like
• 1:06:03
  go
• 1:06:04
  to
• 1:06:04
  chat
• 1:06:04
  GPT,
• 1:06:05
  sign
• 1:06:05
  up
• 1:06:05
  for
• 1:06:05
  a
• 1:06:05
  free
• 1:06:05
  account
• 1:06:06
  and
• 1:06:06
  say
• 1:06:06
  I'm
• 1:06:06
  a
• 1:06:07
  busy
• 1:06:07
  park
• 1:06:07
  owner
• 1:06:08
  and
• 1:06:08
  I
• 1:06:08
  want
• 1:06:08
  to
• 1:06:08
  improve
• 1:06:09
  my
• 1:06:09
  guest
• 1:06:09
  experience.
• 1:06:10
  I
• 1:06:10
  only
• 1:06:11
  have
• 1:06:11
  15
• 1:06:11
  minutes
• 1:06:12
  a
• 1:06:12
  week.
• 1:06:12
  Where
• 1:06:13
  do
• 1:06:13
  I
• 1:06:13
  start
• 1:06:14
  total?
• 1:06:16
  One
• 1:06:17
  thing
• 1:06:17
  that
• 1:06:17
  I
• 1:06:17
  would
• 1:06:17
  say
• 1:06:18
  that
• 1:06:18
  ties
• 1:06:19
  into
• 1:06:19
  a
• 1:06:19
  little
• 1:06:19
  bit
• 1:06:19
  of
• 1:06:20
  both
• 1:06:20
  of
• 1:06:20
  these
• 1:06:20
  and
• 1:06:20
  one
• 1:06:21
  is
• 1:06:22
  so
• 1:06:22
  we
• 1:06:23
  do
• 1:06:23
  a
• 1:06:23
  lot
• 1:06:23
  of
• 1:06:23
  automation,
• 1:06:24
  we
• 1:06:24
  love
• 1:06:24
  our
• 1:06:24
  technology
• 1:06:25
  here
• 1:06:25
  and
• 1:06:26
  the
• 1:06:26
  Thing
• 1:06:26
  is,
• 1:06:26
  you
• 1:06:26
  can
• 1:06:27
  kind
• 1:06:27
  of
• 1:06:27
  get
• 1:06:27
  killed
• 1:06:27
  by
• 1:06:27
  your
• 1:06:28
  own
• 1:06:28
  technology
• 1:06:28
  if
• 1:06:29
  you
• 1:06:29
  don't
• 1:06:29
  step
• 1:06:29
  back
• 1:06:29
  and
• 1:06:30
  look
• 1:06:30
  at
• 1:06:30
  it.
• 1:06:30
  So
• 1:06:30
  I
• 1:06:31
  just
• 1:06:31
  said
• 1:06:31
  to
• 1:06:31
  my
• 1:06:31
  team
• 1:06:32
  today,
• 1:06:33
  every
• 1:06:33
  single
• 1:06:33
  one
• 1:06:33
  of
• 1:06:34
  us
• 1:06:34
  is
• 1:06:34
  going
• 1:06:34
  to
• 1:06:34
  make
• 1:06:34
  a
• 1:06:34
  fake
• 1:06:35
  booking,
• 1:06:35
  a
• 1:06:36
  real
• 1:06:36
  booking.
• 1:06:37
  Our
• 1:06:37
  reservation
• 1:06:37
  software
• 1:06:38
  will
• 1:06:38
  think
• 1:06:38
  and
• 1:06:38
  we're
• 1:06:38
  going
• 1:06:39
  to
• 1:06:39
  get
• 1:06:39
  every
• 1:06:39
  single
• 1:06:39
  touch
• 1:06:40
  point
• 1:06:40
  that
• 1:06:40
  the
• 1:06:40
  desk
• 1:06:40
  would
• 1:06:41
  get
• 1:06:41
  because
• 1:06:42
  over
• 1:06:42
  time
• 1:06:43
  you
• 1:06:43
  can
• 1:06:43
  end
• 1:06:44
  up
• 1:06:44
  with
• 1:06:44
  do
• 1:06:44
  not
• 1:06:45
  and
• 1:06:45
  don't
• 1:06:45
  you
• 1:06:45
  dare.
• 1:06:46
  And
• 1:06:46
  like.
• 1:06:46
  And
• 1:06:47
  sometimes
• 1:06:47
  the
• 1:06:48
  communication
• 1:06:48
  pieces
• 1:06:49
  are.
• 1:06:49
  I
• 1:06:49
  said
• 1:06:49
  we're
• 1:06:49
  going
• 1:06:49
  to
• 1:06:49
  be
• 1:06:50
  looking
• 1:06:50
  at
• 1:06:50
  tone,
• 1:06:50
  we're
• 1:06:51
  going
• 1:06:51
  to
• 1:06:51
  be
• 1:06:51
  looking
• 1:06:51
  at
• 1:06:52
  accuracy
• 1:06:52
  because
• 1:06:53
  over
• 1:06:53
  time
• 1:06:53
  policies
• 1:06:54
  get
• 1:06:54
  tweaked
• 1:06:54
  a
• 1:06:54
  little.
• 1:06:54
  And
• 1:06:55
  did
• 1:06:55
  we
• 1:06:55
  make
• 1:06:55
  sure
• 1:06:55
  to
• 1:06:55
  check
• 1:06:56
  every
• 1:06:56
  single
• 1:06:56
  template?
• 1:06:57
  And
• 1:06:58
  we're
• 1:06:58
  going
• 1:06:58
  to
• 1:06:58
  be
• 1:06:58
  looking
• 1:06:58
  at
• 1:06:58
  brevity.
• 1:06:59
  Are
• 1:06:59
  we
• 1:06:59
  sending
• 1:07:00
  too
• 1:07:00
  much
• 1:07:00
  stuff
• 1:07:01
  to
• 1:07:01
  people
• 1:07:01
  or.
• 1:07:02
  I
• 1:07:02
  doubt
• 1:07:03
  it's
• 1:07:03
  not
• 1:07:03
  going
• 1:07:03
  to
• 1:07:03
  be
• 1:07:03
  not
• 1:07:04
  enough.
• 1:07:04
  But
• 1:07:05
  that's
• 1:07:05
  one
• 1:07:05
  thing
• 1:07:05
  that
• 1:07:06
  doesn't
• 1:07:06
  really
• 1:07:06
  take
• 1:07:06
  that
• 1:07:06
  long.
• 1:07:07
  We
• 1:07:07
  shouldn't
• 1:07:07
  get
• 1:07:07
  that
• 1:07:07
  many
• 1:07:08
  emails
• 1:07:08
  and
• 1:07:08
  we'll
• 1:07:08
  just
• 1:07:09
  be
• 1:07:09
  reading
• 1:07:09
  them
• 1:07:09
  as
• 1:07:09
  if
• 1:07:09
  we're
• 1:07:10
  the
• 1:07:10
  guest
• 1:07:11
  experiencing
• 1:07:11
  the
• 1:07:12
  pre
• 1:07:12
  check
• 1:07:12
  in
• 1:07:12
  process.
• 1:07:13
  So
• 1:07:14
  it's
• 1:07:14
  a
• 1:07:14
  combination
• 1:07:14
  of
• 1:07:15
  automation
• 1:07:16
  and
• 1:07:16
  the
• 1:07:16
  technology
• 1:07:17
  and
• 1:07:18
  making
• 1:07:18
  sure
• 1:07:18
  that
• 1:07:19
  to
• 1:07:19
  Kevin's
• 1:07:20
  point,
• 1:07:20
  that
• 1:07:20
  we
• 1:07:20
  look
• 1:07:20
  at
• 1:07:20
  our
• 1:07:21
  stuff
• 1:07:22
  not
• 1:07:22
  just
• 1:07:22
  the
• 1:07:22
  first
• 1:07:23
  time
• 1:07:23
  we
• 1:07:23
  set
• 1:07:23
  it
• 1:07:23
  up,
• 1:07:24
  but
• 1:07:24
  on
• 1:07:24
  an
• 1:07:24
  ongoing
• 1:07:25
  basis.
• 1:07:27
  You
• 1:07:27
  know,
• 1:07:27
  it's
• 1:07:27
  funny,
• 1:07:27
  I
• 1:07:28
  used
• 1:07:28
  to
• 1:07:28
  walk
• 1:07:28
  the
• 1:07:28
  campground
• 1:07:29
  every
• 1:07:29
  single
• 1:07:30
  Sunday
• 1:07:30
  morning
• 1:07:31
  and
• 1:07:31
  I
• 1:07:31
  would
• 1:07:32
  say
• 1:07:32
  largely
• 1:07:33
  it
• 1:07:33
  was
• 1:07:33
  a
• 1:07:33
  checkout
• 1:07:33
  day,
• 1:07:34
  right.
• 1:07:34
  So
• 1:07:34
  I'd
• 1:07:34
  be
• 1:07:34
  checking
• 1:07:34
  in
• 1:07:35
  with
• 1:07:35
  people
• 1:07:35
  and
• 1:07:35
  saying
• 1:07:36
  goodbye
• 1:07:36
  to
• 1:07:36
  them.
• 1:07:37
  I
• 1:07:37
  don't
• 1:07:37
  think
• 1:07:38
  they'll
• 1:07:38
  do
• 1:07:38
  it
• 1:07:38
  ever
• 1:07:38
  again.
• 1:07:39
  Not
• 1:07:40
  it
• 1:07:41
  offered
• 1:07:41
  a
• 1:07:41
  lot
• 1:07:42
  to
• 1:07:42
  me
• 1:07:42
  as
• 1:07:42
  a
• 1:07:43
  new
• 1:07:43
  owner,
• 1:07:45
  but
• 1:07:45
  it
• 1:07:46
  was.
• 1:07:47
  And
• 1:07:47
  I.
• 1:07:48
  It
• 1:07:48
  was
• 1:07:48
  one
• 1:07:48
  of
• 1:07:48
  those
• 1:07:48
  things
• 1:07:49
  that
• 1:07:49
  actually
• 1:07:49
  was
• 1:07:49
  very
• 1:07:50
  exhausting.
• 1:07:50
  I
• 1:07:50
  was
• 1:07:50
  already
• 1:07:51
  like
• 1:07:51
  at
• 1:07:51
  the
• 1:07:51
  end
• 1:07:52
  of
• 1:07:52
  my
• 1:07:52
  emotional
• 1:07:52
  reserves
• 1:07:53
  because
• 1:07:54
  I
• 1:07:54
  would
• 1:07:54
  work,
• 1:07:55
  I
• 1:07:55
  don't
• 1:07:55
  know,
• 1:07:55
  I
• 1:07:55
  think
• 1:07:56
  I
• 1:07:56
  don't
• 1:07:56
  even
• 1:07:56
  want
• 1:07:56
  to
• 1:07:56
  know
• 1:07:57
  the
• 1:07:57
  hours,
• 1:07:57
  right.
• 1:07:57
  Because
• 1:07:57
  I
• 1:07:58
  was
• 1:07:58
  still
• 1:07:59
  very
• 1:07:59
  much
• 1:07:59
  at
• 1:07:59
  the
• 1:07:59
  front
• 1:07:59
  line.
• 1:08:00
  Didn't
• 1:08:00
  have
• 1:08:00
  the
• 1:08:00
  kind
• 1:08:00
  of
• 1:08:00
  support
• 1:08:01
  staff
• 1:08:01
  I
• 1:08:01
  did
• 1:08:01
  now.
• 1:08:02
  But
• 1:08:02
  at
• 1:08:03
  some
• 1:08:03
  point,
• 1:08:03
  if
• 1:08:03
  you're
• 1:08:03
  doing
• 1:08:03
  your
• 1:08:04
  job
• 1:08:04
  right,
• 1:08:04
  you're
• 1:08:04
  starting
• 1:08:04
  to
• 1:08:05
  get
• 1:08:05
  a
• 1:08:05
  very
• 1:08:05
  repetitive
• 1:08:06
  message.
• 1:08:08
  I
• 1:08:08
  offer
• 1:08:08
  opportunities
• 1:08:09
  for
• 1:08:09
  people
• 1:08:09
  to
• 1:08:09
  meet
• 1:08:10
  me
• 1:08:10
  throughout
• 1:08:10
  the
• 1:08:10
  work
• 1:08:11
  day.
• 1:08:11
  I
• 1:08:11
  don't
• 1:08:12
  know
• 1:08:12
  if
• 1:08:12
  that
• 1:08:12
  makes
• 1:08:12
  sense.
• 1:08:13
  It
• 1:08:13
  was
• 1:08:13
  a
• 1:08:13
  very
• 1:08:13
  helpful
• 1:08:14
  tool
• 1:08:14
  in
• 1:08:14
  the
• 1:08:14
  beginning.
• 1:08:15
  It
• 1:08:15
  might
• 1:08:15
  be
• 1:08:15
  great
• 1:08:15
  if
• 1:08:16
  you
• 1:08:16
  just
• 1:08:16
  bought
• 1:08:16
  your
• 1:08:16
  park.
• 1:08:17
  But
• 1:08:17
  as
• 1:08:17
  a
• 1:08:17
  sustainable
• 1:08:18
  practice,
• 1:08:19
  I
• 1:08:20
  didn't
• 1:08:20
  find
• 1:08:20
  it
• 1:08:20
  sustainable.
• 1:08:21
  And
• 1:08:21
  I'd
• 1:08:21
  be
• 1:08:21
  curious
• 1:08:22
  about
• 1:08:22
  how
• 1:08:23
  you
• 1:08:23
  guys
• 1:08:23
  feel
• 1:08:23
  about
• 1:08:24
  something
• 1:08:24
  like
• 1:08:24
  that.
• 1:08:24
  Is
• 1:08:25
  that
• 1:08:25
  something
• 1:08:25
  where
• 1:08:26
  you
• 1:08:26
  wish
• 1:08:26
  managers,
• 1:08:27
  if
• 1:08:27
  you
• 1:08:27
  have
• 1:08:27
  multiple
• 1:08:28
  parks
• 1:08:28
  or
• 1:08:28
  owners
• 1:08:29
  were
• 1:08:29
  doing
• 1:08:29
  or
• 1:08:29
  do
• 1:08:30
  you
• 1:08:30
  kind
• 1:08:30
  of
• 1:08:30
  see
• 1:08:31
  how
• 1:08:31
  I
• 1:08:31
  would
• 1:08:31
  reach
• 1:08:32
  that
• 1:08:32
  fatigue
• 1:08:32
  point
• 1:08:33
  and
• 1:08:33
  also
• 1:08:34
  sort
• 1:08:34
  of
• 1:08:35
  diminishing
• 1:08:36
  returns
• 1:08:37
  Because
• 1:08:37
  I
• 1:08:37
  had
• 1:08:37
  heard
• 1:08:37
  what
• 1:08:38
  the
• 1:08:38
  guests
• 1:08:39
  collectively
• 1:08:39
  needed
• 1:08:40
  to
• 1:08:40
  say
• 1:08:40
  to
• 1:08:40
  me,
• 1:08:41
  excluding
• 1:08:42
  a
• 1:08:42
  one
• 1:08:42
  off
• 1:08:43
  bad
• 1:08:43
  encounter,
• 1:08:44
  I
• 1:08:45
  had
• 1:08:45
  learned
• 1:08:46
  what
• 1:08:46
  they
• 1:08:47
  were
• 1:08:47
  looking
• 1:08:47
  for
• 1:08:47
  for
• 1:08:47
  our
• 1:08:47
  facility
• 1:08:48
  for
• 1:08:48
  the
• 1:08:48
  different
• 1:08:49
  types
• 1:08:49
  of
• 1:08:49
  guests
• 1:08:49
  that
• 1:08:49
  we
• 1:08:50
  have.
• 1:08:50
  Does
• 1:08:50
  that
• 1:08:50
  make
• 1:08:50
  sense?
• 1:08:52
  Yeah,
• 1:08:54
  yeah.
• 1:08:54
  I
• 1:08:55
  think,
• 1:08:55
  Lela,
• 1:08:55
  what
• 1:08:55
  you've,
• 1:08:56
  what
• 1:08:56
  you've
• 1:08:57
  incorporated
• 1:08:58
  with
• 1:08:59
  that
• 1:09:00
  post
• 1:09:00
  arrival
• 1:09:01
  text
• 1:09:02
  message
• 1:09:02
  is
• 1:09:03
  great
• 1:09:03
  to
• 1:09:04
  help
• 1:09:04
  obtain
• 1:09:05
  some
• 1:09:05
  level
• 1:09:06
  of
• 1:09:06
  real
• 1:09:06
  time
• 1:09:06
  feedback
• 1:09:07
  to
• 1:09:07
  help
• 1:09:08
  reduce
• 1:09:08
  that
• 1:09:09
  burden.
• 1:09:09
  And
• 1:09:10
  you
• 1:09:10
  know,
• 1:09:10
  I
• 1:09:10
  know
• 1:09:11
  that
• 1:09:11
  Brian
• 1:09:11
  will
• 1:09:11
  have
• 1:09:12
  solutions
• 1:09:12
  for
• 1:09:12
  us
• 1:09:13
  to
• 1:09:13
  consider
• 1:09:13
  as
• 1:09:14
  well.
• 1:09:14
  But
• 1:09:15
  the
• 1:09:15
  more
• 1:09:15
  that
• 1:09:16
  you
• 1:09:16
  can,
• 1:09:17
  I
• 1:09:17
  think,
• 1:09:17
  utilize
• 1:09:18
  technology
• 1:09:19
  for
• 1:09:19
  the
• 1:09:19
  benefit
• 1:09:20
  of
• 1:09:21
  capturing
• 1:09:21
  that
• 1:09:22
  feedback
• 1:09:23
  while
• 1:09:23
  reducing
• 1:09:24
  the
• 1:09:24
  amount
• 1:09:24
  of
• 1:09:24
  time
• 1:09:25
  that
• 1:09:25
  you're
• 1:09:26
  having
• 1:09:26
  to
• 1:09:27
  spend
• 1:09:27
  collecting
• 1:09:28
  the
• 1:09:28
  feedback,
• 1:09:29
  but
• 1:09:30
  most
• 1:09:30
  importantly
• 1:09:31
  is
• 1:09:32
  provide
• 1:09:33
  utilizing
• 1:09:33
  that
• 1:09:34
  as
• 1:09:34
  a
• 1:09:34
  hospitality
• 1:09:35
  tool.
• 1:09:35
  And
• 1:09:36
  so
• 1:09:36
  as
• 1:09:36
  an
• 1:09:37
  example,
• 1:09:37
  maybe
• 1:09:38
  you
• 1:09:38
  can
• 1:09:39
  inquire
• 1:09:40
  with
• 1:09:41
  your,
• 1:09:41
  within
• 1:09:42
  that
• 1:09:42
  first
• 1:09:42
  text
• 1:09:42
  message,
• 1:09:43
  inquire
• 1:09:44
  with
• 1:09:44
  your
• 1:09:44
  guest
• 1:09:45
  if
• 1:09:45
  they
• 1:09:45
  would
• 1:09:45
  like
• 1:09:45
  to
• 1:09:46
  like
• 1:09:46
  for
• 1:09:46
  you
• 1:09:47
  to
• 1:09:47
  check
• 1:09:47
  in
• 1:09:47
  with
• 1:09:47
  them
• 1:09:47
  throughout
• 1:09:48
  their
• 1:09:48
  stay.
• 1:09:49
  The
• 1:09:49
  ones
• 1:09:49
  that
• 1:09:49
  want
• 1:09:50
  that
• 1:09:50
  interaction
• 1:09:50
  will
• 1:09:51
  say
• 1:09:51
  yes,
• 1:09:52
  and
• 1:09:52
  then
• 1:09:52
  you
• 1:09:52
  can
• 1:09:53
  have
• 1:09:53
  triggered
• 1:09:54
  text
• 1:09:54
  messages
• 1:09:55
  beyond
• 1:09:55
  that
• 1:09:55
  that
• 1:09:56
  would
• 1:09:56
  maybe
• 1:09:57
  check
• 1:09:57
  in
• 1:09:58
  at
• 1:09:58
  whatever
• 1:09:58
  frequency
• 1:09:59
  it
• 1:09:59
  is
• 1:09:59
  for
• 1:10:00
  the
• 1:10:00
  length
• 1:10:00
  of
• 1:10:00
  stay.
• 1:10:01
  We've
• 1:10:02
  had
• 1:10:02
  some
• 1:10:02
  level
• 1:10:02
  of
• 1:10:03
  success
• 1:10:03
  with
• 1:10:03
  that.
• 1:10:04
  But
• 1:10:05
  then
• 1:10:05
  they
• 1:10:05
  also
• 1:10:05
  have
• 1:10:05
  the
• 1:10:06
  option
• 1:10:06
  to
• 1:10:06
  say
• 1:10:06
  no.
• 1:10:07
  And
• 1:10:07
  again,
• 1:10:08
  preference,
• 1:10:08
  preference,
• 1:10:09
  preference.
• 1:10:09
  So
• 1:10:10
  finding
• 1:10:11
  those
• 1:10:11
  technology
• 1:10:12
  solutions
• 1:10:12
  to
• 1:10:12
  help
• 1:10:13
  save
• 1:10:13
  your
• 1:10:14
  time,
• 1:10:14
  people,
• 1:10:14
  because
• 1:10:14
  I
• 1:10:14
  can
• 1:10:15
  imagine
• 1:10:15
  that
• 1:10:15
  that
• 1:10:15
  would
• 1:10:15
  be
• 1:10:15
  really
• 1:10:16
  hard
• 1:10:16
  after,
• 1:10:17
  especially
• 1:10:17
  once
• 1:10:18
  late
• 1:10:19
  August
• 1:10:19
  comes
• 1:10:19
  in.
• 1:10:21
  But
• 1:10:22
  yes,
• 1:10:22
  I
• 1:10:23
  think
• 1:10:24
  finding
• 1:10:24
  the
• 1:10:24
  technology
• 1:10:25
  solution
• 1:10:25
  and
• 1:10:25
  then
• 1:10:26
  really
• 1:10:27
  understanding
• 1:10:27
  the
• 1:10:27
  hospitality
• 1:10:28
  tool
• 1:10:28
  that
• 1:10:29
  it's
• 1:10:29
  serving
• 1:10:29
  and
• 1:10:30
  how
• 1:10:30
  it's
• 1:10:30
  a
• 1:10:30
  win
• 1:10:30
  and
• 1:10:31
  not
• 1:10:31
  a
• 1:10:31
  burden
• 1:10:32
  for
• 1:10:32
  you
• 1:10:32
  to
• 1:10:32
  set
• 1:10:32
  up
• 1:10:33
  or
• 1:10:33
  your
• 1:10:33
  guests.
• 1:10:33
  To
• 1:10:33
  receive
• 1:10:34
  personalization
• 1:10:35
  and
• 1:10:35
  thoughtfulness.
• 1:10:36
  Like,
• 1:10:37
  you
• 1:10:37
  can't
• 1:10:37
  just
• 1:10:37
  automate
• 1:10:37
  for
• 1:10:38
  the
• 1:10:38
  sake
• 1:10:38
  of
• 1:10:38
  automating.
• 1:10:38
  No
• 1:10:39
  one's
• 1:10:39
  arguing
• 1:10:39
  for
• 1:10:40
  that.
• 1:10:40
  Well,
• 1:10:40
  somebody
• 1:10:40
  is,
• 1:10:41
  but
• 1:10:41
  nobody
• 1:10:41
  on
• 1:10:41
  the
• 1:10:41
  show.
• 1:10:41
  Right.
• 1:10:43
  So
• 1:10:43
  panelists,
• 1:10:44
  maybe
• 1:10:45
  the
• 1:10:45
  host?
• 1:10:45
  Well,
• 1:10:46
  no,
• 1:10:46
  I'm
• 1:10:46
  not
• 1:10:47
  like,
• 1:10:47
  I
• 1:10:47
  like
• 1:10:47
  you
• 1:10:48
  should.
• 1:10:48
  There's
• 1:10:48
  lots
• 1:10:48
  of
• 1:10:48
  things
• 1:10:49
  you
• 1:10:49
  can
• 1:10:49
  automate,
• 1:10:49
  but
• 1:10:49
  you
• 1:10:49
  can
• 1:10:50
  automate
• 1:10:50
  to
• 1:10:50
  make
• 1:10:50
  it
• 1:10:50
  better,
• 1:10:51
  right?
• 1:10:51
  Yeah.
• 1:10:52
  And
• 1:10:53
  so
• 1:10:53
  I
• 1:10:53
  think
• 1:10:53
  that's
• 1:10:53
  the
• 1:10:53
  key
• 1:10:53
  is
• 1:10:54
  putting
• 1:10:54
  thought
• 1:10:55
  into
• 1:10:55
  like,
• 1:10:55
  does
• 1:10:55
  this
• 1:10:55
  actually
• 1:10:56
  make
• 1:10:56
  the
• 1:10:56
  guest
• 1:10:56
  experience
• 1:10:57
  better
• 1:10:57
  or
• 1:10:57
  does
• 1:10:57
  it
• 1:10:58
  just
• 1:10:58
  make
• 1:10:58
  my
• 1:10:58
  life
• 1:10:59
  easier?
• 1:10:59
  It
• 1:10:59
  has
• 1:11:00
  to
• 1:11:00
  do
• 1:11:00
  both.
• 1:11:01
  Yeah.
• 1:11:01
  Well,
• 1:11:02
  I
• 1:11:02
  mean,
• 1:11:02
  Lila,
• 1:11:02
  think
• 1:11:03
  about
• 1:11:03
  it
• 1:11:03
  like
• 1:11:03
  our
• 1:11:04
  guests
• 1:11:04
  are
• 1:11:05
  evolving.
• 1:11:05
  They're
• 1:11:05
  very
• 1:11:06
  different
• 1:11:06
  today
• 1:11:06
  than
• 1:11:06
  they
• 1:11:07
  were
• 1:11:07
  five,
• 1:11:08
  ten
• 1:11:08
  years
• 1:11:08
  ago.
• 1:11:09
  Right.
• 1:11:09
  The
• 1:11:10
  world
• 1:11:10
  is
• 1:11:10
  evolving,
• 1:11:10
  expectations
• 1:11:11
  are
• 1:11:11
  evolving.
• 1:11:12
  And
• 1:11:12
  I
• 1:11:12
  think
• 1:11:13
  that
• 1:11:13
  it's
• 1:11:13
  important
• 1:11:13
  that
• 1:11:13
  we
• 1:11:14
  step
• 1:11:14
  back
• 1:11:14
  and
• 1:11:14
  say,
• 1:11:15
  well,
• 1:11:15
  what
• 1:11:15
  are
• 1:11:15
  we
• 1:11:15
  achieving
• 1:11:16
  by
• 1:11:16
  doing
• 1:11:16
  this
• 1:11:17
  and
• 1:11:18
  what's
• 1:11:18
  the
• 1:11:18
  impact
• 1:11:19
  and
• 1:11:19
  is
• 1:11:19
  there
• 1:11:19
  a
• 1:11:19
  different
• 1:11:20
  way
• 1:11:20
  that
• 1:11:20
  I
• 1:11:20
  could
• 1:11:20
  get
• 1:11:21
  that
• 1:11:21
  same
• 1:11:21
  result?
• 1:11:22
  And
• 1:11:22
  it's
• 1:11:23
  absolutely
• 1:11:24
  something
• 1:11:24
  we
• 1:11:24
  should
• 1:11:25
  be
• 1:11:25
  doing
• 1:11:25
  on
• 1:11:25
  a
• 1:11:25
  regular
• 1:11:26
  basis
• 1:11:26
  of
• 1:11:27
  trying
• 1:11:27
  new
• 1:11:28
  things.
• 1:11:28
  Doing
• 1:11:28
  it
• 1:11:28
  different,
• 1:11:29
  right?
• 1:11:29
  You
• 1:11:29
  got
• 1:11:29
  to
• 1:11:30
  take
• 1:11:30
  swings
• 1:11:30
  and
• 1:11:30
  you're
• 1:11:31
  not
• 1:11:31
  going
• 1:11:31
  to
• 1:11:31
  hit
• 1:11:31
  on
• 1:11:31
  every
• 1:11:31
  one
• 1:11:32
  of
• 1:11:32
  them.
• 1:11:33
  But
• 1:11:33
  if
• 1:11:33
  we
• 1:11:33
  just
• 1:11:34
  do
• 1:11:34
  the
• 1:11:34
  same
• 1:11:34
  thing
• 1:11:34
  that
• 1:11:35
  we've
• 1:11:35
  always
• 1:11:35
  done,
• 1:11:36
  we're
• 1:11:36
  going
• 1:11:36
  to
• 1:11:36
  get
• 1:11:36
  the
• 1:11:37
  same
• 1:11:37
  results.
• 1:11:38
  So
• 1:11:39
  I
• 1:11:39
  think
• 1:11:40
  it
• 1:11:40
  is
• 1:11:41
  important
• 1:11:41
  to
• 1:11:41
  reevaluate
• 1:11:42
  on
• 1:11:42
  a
• 1:11:42
  regular
• 1:11:43
  basis.
• 1:11:43
  What
• 1:11:43
  are
• 1:11:43
  the
• 1:11:43
  things
• 1:11:43
  that
• 1:11:44
  we're
• 1:11:44
  doing?
• 1:11:44
  What's
• 1:11:44
  having
• 1:11:45
  a
• 1:11:45
  big
• 1:11:45
  impact?
• 1:11:46
  Is
• 1:11:46
  that
• 1:11:46
  the
• 1:11:47
  right
• 1:11:47
  way
• 1:11:47
  to
• 1:11:47
  do
• 1:11:47
  it?
• 1:11:47
  Do
• 1:11:48
  we
• 1:11:48
  continue
• 1:11:48
  it?
• 1:11:48
  Do
• 1:11:48
  we
• 1:11:49
  expand
• 1:11:49
  on
• 1:11:49
  it?
• 1:11:50
  What
• 1:11:50
  are
• 1:11:50
  the
• 1:11:50
  things
• 1:11:50
  that
• 1:11:50
  we
• 1:11:51
  are
• 1:11:51
  doing?
• 1:11:51
  Because
• 1:11:51
  we've
• 1:11:52
  always
• 1:11:52
  done
• 1:11:52
  them
• 1:11:52
  and
• 1:11:52
  maybe
• 1:11:53
  they're
• 1:11:53
  not
• 1:11:53
  actually
• 1:11:54
  driving
• 1:11:55
  value
• 1:11:55
  for
• 1:11:55
  us
• 1:11:56
  as
• 1:11:56
  owners,
• 1:11:57
  as
• 1:11:57
  operators,
• 1:11:58
  it's
• 1:11:58
  not
• 1:11:59
  driving
• 1:11:59
  value
• 1:11:59
  for
• 1:11:59
  our
• 1:12:00
  guests.
• 1:12:00
  And
• 1:12:01
  then
• 1:12:01
  rethink
• 1:12:01
  it
• 1:12:01
  and
• 1:12:02
  do
• 1:12:02
  it
• 1:12:02
  differently
• 1:12:03
  because
• 1:12:03
  I
• 1:12:04
  think,
• 1:12:04
  you
• 1:12:04
  know,
• 1:12:04
  I
• 1:12:05
  think
• 1:12:05
  part
• 1:12:05
  of
• 1:12:05
  your
• 1:12:05
  question
• 1:12:06
  and
• 1:12:07
  what
• 1:12:07
  you
• 1:12:07
  said
• 1:12:08
  made
• 1:12:08
  me
• 1:12:08
  believe
• 1:12:08
  that
• 1:12:08
  the
• 1:12:09
  reason
• 1:12:09
  you've
• 1:12:09
  lasted
• 1:12:11
  and
• 1:12:11
  you're
• 1:12:11
  in
• 1:12:11
  the
• 1:12:11
  position
• 1:12:12
  you're
• 1:12:12
  in
• 1:12:12
  now
• 1:12:12
  over
• 1:12:13
  some
• 1:12:13
  of
• 1:12:13
  the
• 1:12:13
  other
• 1:12:14
  operators
• 1:12:14
  and
• 1:12:14
  owners
• 1:12:15
  that
• 1:12:15
  you
• 1:12:15
  know
• 1:12:15
  that
• 1:12:15
  have
• 1:12:15
  burnt
• 1:12:16
  out
• 1:12:16
  is
• 1:12:16
  you
• 1:12:16
  have
• 1:12:17
  made
• 1:12:17
  that
• 1:12:17
  change,
• 1:12:18
  right?
• 1:12:18
  You
• 1:12:18
  realize
• 1:12:19
  that
• 1:12:19
  that
• 1:12:19
  was
• 1:12:20
  going
• 1:12:20
  to
• 1:12:20
  have
• 1:12:20
  an
• 1:12:21
  impact
• 1:12:21
  on
• 1:12:21
  you.
• 1:12:21
  So
• 1:12:22
  you've
• 1:12:22
  changed
• 1:12:22
  the
• 1:12:22
  way
• 1:12:22
  that
• 1:12:23
  you've
• 1:12:23
  done
• 1:12:23
  it
• 1:12:23
  and
• 1:12:24
  you
• 1:12:24
  found
• 1:12:24
  different
• 1:12:24
  ways
• 1:12:25
  that
• 1:12:25
  are
• 1:12:25
  maybe
• 1:12:26
  more
• 1:12:26
  scalable
• 1:12:26
  or
• 1:12:27
  more
• 1:12:27
  repeatable.
• 1:12:28
  And,
• 1:12:29
  you
• 1:12:29
  know,
• 1:12:29
  that's
• 1:12:29
  a.
• 1:12:29
  That's
• 1:12:30
  a
• 1:12:30
  never
• 1:12:30
  ending
• 1:12:31
  process.
• 1:12:32
  Well,
• 1:12:32
  what's
• 1:12:32
  funny
• 1:12:32
  too
• 1:12:33
  is
• 1:12:33
  when
• 1:12:33
  we
• 1:12:33
  bought
• 1:12:33
  our
• 1:12:34
  first
• 1:12:34
  campground,
• 1:12:34
  we
• 1:12:35
  had
• 1:12:35
  never
• 1:12:35
  camped
• 1:12:35
  a
• 1:12:35
  day
• 1:12:35
  in
• 1:12:36
  our
• 1:12:36
  lives.
• 1:12:36
  So
• 1:12:37
  I
• 1:12:37
  had
• 1:12:37
  a
• 1:12:37
  lot
• 1:12:37
  to
• 1:12:37
  learn.
• 1:12:38
  And
• 1:12:38
  walking
• 1:12:39
  the
• 1:12:39
  property
• 1:12:39
  and
• 1:12:39
  talking
• 1:12:40
  to
• 1:12:40
  real
• 1:12:40
  campers
• 1:12:42
  and
• 1:12:42
  eventually
• 1:12:42
  turning
• 1:12:43
  into
• 1:12:43
  a
• 1:12:43
  big
• 1:12:43
  camper
• 1:12:44
  myself
• 1:12:44
  was
• 1:12:44
  important.
• 1:12:45
  But
• 1:12:46
  those
• 1:12:46
  walks
• 1:12:46
  were
• 1:12:47
  really
• 1:12:47
  needed
• 1:12:47
  because
• 1:12:48
  they
• 1:12:48
  were
• 1:12:48
  educating
• 1:12:48
  me
• 1:12:49
  every
• 1:12:49
  step
• 1:12:49
  of
• 1:12:49
  the
• 1:12:49
  way.
• 1:12:50
  Anybody
• 1:12:50
  that's
• 1:12:50
  gotten
• 1:12:51
  into
• 1:12:51
  this
• 1:12:51
  business
• 1:12:51
  had
• 1:12:51
  a
• 1:12:52
  camp
• 1:12:52
  their
• 1:12:52
  whole
• 1:12:52
  lives,
• 1:12:52
  had
• 1:12:53
  a
• 1:12:53
  big
• 1:12:53
  leg
• 1:12:53
  up.
• 1:12:53
  Funny.
• 1:12:55
  You
• 1:12:55
  know,
• 1:12:55
  my
• 1:12:55
  first
• 1:12:56
  week
• 1:12:56
  at
• 1:12:56
  a
• 1:12:56
  teachy,
• 1:12:57
  this
• 1:12:57
  is
• 1:12:57
  a
• 1:12:57
  fifth
• 1:12:57
  wheel.
• 1:12:58
  This
• 1:12:58
  is
• 1:12:58
  a
• 1:12:58
  travel
• 1:12:58
  trailer.
• 1:13:00
  Little
• 1:13:01
  scary
• 1:13:01
  there,
• 1:13:01
  but
• 1:13:01
  I
• 1:13:01
  don't
• 1:13:02
  ever
• 1:13:02
  mind
• 1:13:02
  a
• 1:13:02
  new
• 1:13:02
  adventure,
• 1:13:03
  so.
• 1:13:04
  But
• 1:13:04
  yeah,
• 1:13:04
  no.
• 1:13:05
  And
• 1:13:05
  then
• 1:13:05
  technology
• 1:13:06
  as
• 1:13:07
  we
• 1:13:07
  know
• 1:13:07
  it
• 1:13:07
  now
• 1:13:07
  just
• 1:13:07
  didn't
• 1:13:08
  exist
• 1:13:08
  then.
• 1:13:08
  I
• 1:13:08
  didn't
• 1:13:08
  have
• 1:13:09
  the
• 1:13:09
  ability
• 1:13:09
  to
• 1:13:09
  text
• 1:13:10
  the
• 1:13:10
  guests
• 1:13:10
  and
• 1:13:10
  say,
• 1:13:11
  hey,
• 1:13:11
  how
• 1:13:11
  are
• 1:13:11
  we
• 1:13:11
  doing?
• 1:13:12
  And
• 1:13:12
  we
• 1:13:12
  knew
• 1:13:13
  we
• 1:13:13
  needed
• 1:13:13
  to
• 1:13:13
  make
• 1:13:13
  a
• 1:13:13
  lot
• 1:13:13
  of
• 1:13:14
  changes.
• 1:13:14
  Cozy
• 1:13:14
  was
• 1:13:15
  a
• 1:13:15
  turnaround
• 1:13:15
  operation.
• 1:13:16
  So
• 1:13:16
  letting
• 1:13:17
  people
• 1:13:17
  know,
• 1:13:17
  yeah,
• 1:13:17
  we
• 1:13:17
  know.
• 1:13:19
  Not
• 1:13:19
  that
• 1:13:19
  we
• 1:13:19
  know
• 1:13:19
  what
• 1:13:20
  to
• 1:13:20
  do,
• 1:13:20
  but
• 1:13:20
  we
• 1:13:20
  are
• 1:13:21
  listening
• 1:13:21
  to
• 1:13:21
  you
• 1:13:21
  so
• 1:13:22
  we
• 1:13:22
  will
• 1:13:22
  know
• 1:13:23
  what
• 1:13:23
  changes
• 1:13:23
  need
• 1:13:24
  to
• 1:13:24
  happen
• 1:13:25
  and
• 1:13:25
  address
• 1:13:26
  those
• 1:13:26
  changes.
• 1:13:27
  Those
• 1:13:27
  were.
• 1:13:28
  That
• 1:13:28
  was
• 1:13:28
  very
• 1:13:28
  preemptive
• 1:13:29
  to
• 1:13:29
  Brian's
• 1:13:30
  point
• 1:13:31
  to
• 1:13:31
  get
• 1:13:31
  those
• 1:13:31
  bad
• 1:13:32
  reviews
• 1:13:32
  straight
• 1:13:33
  to
• 1:13:33
  my
• 1:13:33
  ears
• 1:13:34
  and
• 1:13:34
  not
• 1:13:35
  on
• 1:13:35
  the
• 1:13:35
  Internet
• 1:13:36
  because
• 1:13:36
  the
• 1:13:37
  sites
• 1:13:37
  and
• 1:13:37
  the
• 1:13:38
  facility
• 1:13:38
  needed
• 1:13:39
  some
• 1:13:39
  tlc.
• 1:13:41
  All
• 1:13:41
  right,
• 1:13:41
  I've
• 1:13:41
  got
• 1:13:41
  to
• 1:13:42
  be
• 1:13:42
  the
• 1:13:42
  bad
• 1:13:42
  guy
• 1:13:42
  here
• 1:13:42
  because
• 1:13:43
  I
• 1:13:43
  would
• 1:13:43
  love
• 1:13:43
  to
• 1:13:43
  continue
• 1:13:43
  this
• 1:13:44
  conversation,
• 1:13:44
  but
• 1:13:44
  at
• 1:13:44
  least
• 1:13:45
  just
• 1:13:45
  told
• 1:13:45
  me
• 1:13:45
  somebody
• 1:13:45
  booked
• 1:13:45
  an
• 1:13:46
  appointment
• 1:13:46
  with
• 1:13:46
  me
• 1:13:46
  in
• 1:13:46
  a
• 1:13:47
  minute
• 1:13:47
  and
• 1:13:47
  a
• 1:13:47
  half
• 1:13:47
  and
• 1:13:47
  I
• 1:13:47
  have
• 1:13:47
  to
• 1:13:48
  go
• 1:13:48
  to
• 1:13:48
  another
• 1:13:48
  meeting.
• 1:13:49
  So
• 1:13:50
  thank
• 1:13:50
  you
• 1:13:50
  guys
• 1:13:51
  all
• 1:13:51
  for
• 1:13:51
  joining
• 1:13:51
  us.
• 1:13:51
  It's
• 1:13:51
  a
• 1:13:52
  great
• 1:13:52
  discussion.
• 1:13:52
  Obviously,
• 1:13:52
  if
• 1:13:53
  you're
• 1:13:53
  interested
• 1:13:53
  in
• 1:13:53
  the
• 1:13:53
  guest
• 1:13:54
  experience
• 1:13:54
  and
• 1:13:54
  the
• 1:13:54
  things
• 1:13:54
  that
• 1:13:55
  we've
• 1:13:55
  been
• 1:13:55
  talking
• 1:13:55
  about
• 1:13:55
  in
• 1:13:55
  the
• 1:13:55
  show,
• 1:13:56
  we'll
• 1:13:56
  have
• 1:13:56
  different
• 1:13:57
  individual
• 1:13:57
  campground
• 1:13:58
  owners
• 1:13:58
  like
• 1:13:58
  Brittany
• 1:13:59
  and
• 1:13:59
  Lelah
• 1:13:59
  on
• 1:14:00
  here
• 1:14:00
  every
• 1:14:00
  week,
• 1:14:01
  but
• 1:14:01
  we'll
• 1:14:01
  have
• 1:14:01
  our
• 1:14:01
  panel
• 1:14:02
  of
• 1:14:02
  recurring
• 1:14:02
  guests
• 1:14:03
  here.
• 1:14:03
  Joe
• 1:14:04
  from
• 1:14:04
  At
• 1:14:04
  My
• 1:14:05
  Community,
• 1:14:05
  Casey
• 1:14:05
  from
• 1:14:05
  Camp
• 1:14:06
  Spot,
• 1:14:06
  Kevin
• 1:14:07
  from
• 1:14:07
  KCN
• 1:14:08
  Campgrounds,
• 1:14:08
  Scott
• 1:14:08
  Foos
• 1:14:10
  from
• 1:14:10
  Horizon
• 1:14:10
  Outdoor
• 1:14:11
  Hospitality,
• 1:14:11
  and
• 1:14:11
  maybe
• 1:14:12
  Zach
• 1:14:12
  Stoltenberg.
• 1:14:13
  He's
• 1:14:13
  supposed
• 1:14:13
  to
• 1:14:13
  be
• 1:14:13
  here
• 1:14:13
  too,
• 1:14:13
  but
• 1:14:13
  it's
• 1:14:14
  the
• 1:14:14
  holidays.
• 1:14:15
  Does
• 1:14:15
  architecture
• 1:14:15
  for
• 1:14:16
  Clockwork
• 1:14:16
  as
• 1:14:16
  well.
• 1:14:17
  But
• 1:14:17
  thank
• 1:14:18
  you
• 1:14:18
  guys
• 1:14:18
  for
• 1:14:18
  joining
• 1:14:18
  us.
• 1:14:18
  Another
• 1:14:19
  episode
• 1:14:19
  of
• 1:14:19
  MC
• 1:14:20
  Fireside
• 1:14:20
  Chats,
• 1:14:20
  our
• 1:14:20
  first
• 1:14:20
  one
• 1:14:21
  of
• 1:14:21
  2025.
• 1:14:22
  Really
• 1:14:22
  looking
• 1:14:22
  forward
• 1:14:22
  to
• 1:14:23
  talking
• 1:14:23
  to
• 1:14:23
  you
• 1:14:23
  guys
• 1:14:23
  as
• 1:14:24
  a
• 1:14:24
  group
• 1:14:24
  and
• 1:14:24
  seeing
• 1:14:25
  if
• 1:14:25
  we
• 1:14:25
  can
• 1:14:25
  dive
• 1:14:25
  more
• 1:14:25
  into
• 1:14:26
  this
• 1:14:26
  guest
• 1:14:26
  experience
• 1:14:26
  and
• 1:14:27
  have
• 1:14:27
  some
• 1:14:27
  of
• 1:14:27
  these
• 1:14:27
  conversations
• 1:14:28
  that
• 1:14:28
  will
• 1:14:28
  truly
• 1:14:29
  help
• 1:14:29
  people
• 1:14:29
  in
• 1:14:29
  all
• 1:14:29
  facets,
• 1:14:30
  from
• 1:14:30
  reservations
• 1:14:31
  to
• 1:14:32
  talking
• 1:14:32
  to
• 1:14:32
  their
• 1:14:32
  guests
• 1:14:33
  on
• 1:14:33
  their
• 1:14:33
  park.
• 1:14:33
  So
• 1:14:34
  thank
• 1:14:34
  you
• 1:14:34
  guys,
• 1:14:34
  I
• 1:14:34
  appreciate
• 1:14:35
  it
• 1:14:35
  and
• 1:14:35
  we'll
• 1:14:35
  see
• 1:14:36
  you
• 1:14:36
  next
• 1:14:36
  week
• 1:14:36
  for
• 1:14:36
  another
• 1:14:37
  episode.
• 1:14:38
  Thank
• 1:14:38
  you.
• 1:14:39
  Thanks
• 1:14:39
  for
• 1:14:39
  joining
• 1:14:39
  us
• 1:14:40
  for
• 1:14:40
  this
• 1:14:40
  episode
• 1:14:41
  of
• 1:14:41
  MC
• 1:14:41
  Fireside
• 1:14:42
  Chats
• 1:14:43
  with
• 1:14:43
  your
• 1:14:43
  host,
• 1:14:43
  Brian
• 1:14:44
  Searle.
• 1:14:44
  Have
• 1:14:45
  a
• 1:14:45
  suggestion
• 1:14:45
  for
• 1:14:46
  a
• 1:14:46
  show
• 1:14:46
  idea
• 1:14:47
  want
• 1:14:47
  your
• 1:14:47
  campground
• 1:14:48
  accompany
• 1:14:48
  in
• 1:14:48
  a
• 1:14:48
  future
• 1:14:49
  episode?
• 1:14:49
  Email
• 1:14:50
  us@hellooderncampground.com
• 1:14:51
  get
• 1:14:53
  your
• 1:14:53
  daily
• 1:14:53
  dose
• 1:14:53
  of
• 1:14:54
  news
• 1:14:54
  from
• 1:14:54
  ModernCampground.com
• 1:14:56
  and
• 1:14:56
  be
• 1:14:56
  sure
• 1:14:56
  to
• 1:14:56
  join
• 1:14:57
  us
• 1:14:57
  next
• 1:14:57
  week
• 1:14:57
  for
• 1:14:58
  more
• 1:14:58
  insights
• 1:14:58
  into
• 1:14:59
  the
• 1:14:59
  fascinating
• 1:14:59
  world
• 1:15:00
  of
• 1:15:00
  outdoor
• 1:15:00
  hospitality.